Terrible customer (dis)service

Have been trying to TALK to someone for about a week now - every time I get through, I get put on hold and then cut off. The WhatsApp helpline just goes around in illogical circles. Apparently our booking for our dogs, which we made and paid for in June 2021, is now showing as only having booked recently, and they want more than double the money. Is it MY fault that they are not very good at using their own systems? Terrible experience, will never book with this airline again!!! The WORST thing is that it's impossible to speak to a human being that actually knows what they are doing!