Customer service disgusting

I have been sending emails and calling to reschedule my date and no one is responding

When they finally answered the phone I was told to wait, they will answer me when they get to my email. This is unacceptable, I paid a lot of money, I haven’t retrieve/used our tickets. The weather is terrible and they are stalling me making changes to my booking and have a nerve to tell me they will respond the day they get to my email