No key to top up but meter switched tonight

Hey everyone
I had a email last sunday stating my key was sent and to use up all my credit before using it… no key has turned up so i topped up 10 pound on the company i have been on… about 30 mins ago i noticed my meter has changed to Bulb and my credit gone !!! What do i do? I havent recieved a key and Bulb phone lines not open til Monday !!