worst service ever

I I called inn firstly in June regarding the amount being debited and that was since sored out but then i have being querying about my refund no one is getting back to me since have been sending e-mails calling the 0861# that is given on the ADV but then the cosultants will keep me on hold then call dropped same thing over and over again..I just need to understand if this is how this company operates so that I can move onn.I even called inn to find out how to go about claiming and no one came back to me..I would like the Managers to advise if this is what the company entails becos im never refering anyone in my life...this is the worst service ever recieved.