This company is not serious about their service

I signed up with clientele last month and the 1st payment was debited from account. Up until now the payment history on the app states :pending". I have sent 3 emails so far and no one has contacted me . I have lodged a claim and no one has contacted me yet as well. Desmond is smiling in every ad but the staff who works for the company seems to having difficulty responding to clients. I will cancel my policy and give the business to serious people. A friend of mine sat in the call while I signed up and was interested as he has he's own business and needed help with clients who can't pay him..I will make sure he doesn't choose these daycare they call a business