No communication at all

I requested Defy to come and fix my gas stove last week on the 27th of March and I was told that someone would call me within 2-3 days to set up an appointment date however no one has contacted me at all. I'm wondering if I will get contacted at all or what. I'm expected to have their call out fee cash when they come so they can't just show up. This is truly terrible service from Defy.