New Look/Ikano - In arrears due to no fault of my own!!!

I got a New Look card on my last visit, I brought a few items and paid cash but while I was at the counter the lady asked if I would like a card.
I queried what the perks would be and after hearing that I would receive a £5 voucher straight off and also monthly deals I thought it was worth taking one out.

My top was £17.99, I was told that I would receive a statement and I could come in-store or pay at a pay point shop.
I am still awaiting this statement but have received a call this morning to tell me that my account needed paying, we were going through the paying questions (card type etc) when he then said its in arrears and I now owe over £34. When I questioned why this was I was told it was a late payment fee and a monthly fee. Asking speaking more about it, then ma said "we sent you a statement. Not our fault if you haven't got it. I will put on your account you are refusing to pay!".
Now this is not the case, I am happy to pay but only for the £17.99 top and possibly the £3.99 month fee but not anything else!

I have just been speaking to New Look who have said they are unable to help and it's Ikano who I need to contact.
There number is 10p per minute and seen as I have been kept listening to a recoded message for a while I am certainly not going to carry on with my call. I have e-mailed them but then got an automated response saying
" Thank you for your email, we’ll get back to you within 3 days.

If you query is about your account with us, please be advised that to protect your account security we are unable to respond to any questions using email. Please contact us." 

So that's a waste of time.
There is no place that I can check my account balance either online or in-store.

Just horrendous service!

I would not advice ANYONE to get one. I feel even more angry as I had the cash to pay for the top I just agreed to a card because I thought it made sense and was looking forward to using the £5 voucher!

Trying to cancel my card but this is proving EXTREMELY hard!