Still no feedback or call

I called Bonitas on the 5th, emailed on the 6th and due to no response laid a complaint on hellopeter on the 7th. Neither me nor my husband has received any call on our complaint. Today is the 12th. We submitted income verification but was defaulted to the highest bracket. Do I need to dispute the Debit Order to get our money back? You will then immediately suspend the benefits regardless of Bonitas being in the wrong, but you offer no assistance to rectify this! This is unacceptable. Are we not valued clients?!