Lack of support and poor service

In the past few months I added a 5KW battery to upgrade my solar system. I realized that I was still getting the same grid which I enquired to no avail. My suspicion was confirmed when GoSolr sent technicians to do annual maintenance two weeks back. They gave me a report immediately to say that the two batteries were not connected to communicate with each other hence I am not getting the grid that iam paying for with the added battery. I asked them to report it. I also took initiative to report it myself. I am still waiting to hear from GoSolr even when I wrote emails reporting this issue and that they must reimburse me for not getting what iam paying for every month. I am really frustrated with their lack of support and poor service.