Just getting worse

Just had another call with a lady called Natalie, regarding their services. She made it clear that they have no responsibility to ensure that their service is operational, it is the elderly client's problem and their line did not work because it is a very busy line, also taking calls from the UK and the fact that my parents called it and got no response is not her problem but my parents problem.

The owner Mr Nick Ad**** refuses to take any calls from clients.