Poor service and bad response

I am trying to resolve a problem I have with booking accommodation through Kulula on one of their Hotels listed on the website. Despite following the process on the internet site and continuously having error issues, i contacted Discovery Vitality and explained my experience. I was told that there is a problem and that my query will be escalated and I will be contacted. The agent did not ask which Hotel or the dates, just that my query will be escalated. I assumed that because my details was verified that they have all my details to make contact with me i.e. name, email address, contact number. I am still waiting. I contacted them again this morning and the service was so bad that after I held on for soo long, I eventually dropped the phone. The service is really really bad to say the least. I also just want to know what my recourse is if i had to lose the booking or pay more for the booking after having tried to get the matter resolved!!