Disgusting Customer Service

Logged a query in early April as i have been charged twice to find out why such charges.Eventually received a response from Tsholofelo Kgantsi which was weeks later I filled in a security check and once again am still waiting even though followed up.This is really pathetic as you quick to take ppl money but not so quick to respond to queries so why does a person have a premium account pay for such services and dont receive anything.