Charged for bins even though not left out for coll...

Charged for bins even though not left out for collection. When you phone to speak to someone ended up in a queue for over 11 mins (busy with complaints???). Customer service unable to explain why charges appear even though bin not left out. I have emailed twice and submitted a contact form and still no contact from any representative!!!! Shocking carry on and even worse customer service.. Still waiting on charges to be removed from bill since April.