FNB Law on Call Useless

We have been paying every month for this service since 2017 in the event that we might require legal assistance. On the 29th May 2023, e-mailed them with our issue. On the 30th May 2023 they e-mailed back asking for ID number, which was immediately sent and that's the last we've heard from them. Shocking service! What have we been paying for all these years? Have sent a notification to cancel with immediate effect.