Worst after sales service

We have been with GoSolr for 4 years now and everything went well until recent horrific relocation and downgrade experience. When we moved into our new property we were advised that we can downgrade the system as the new place is smaller. The new installation was done and we were good to go - or so I thought. We have been charged for the bigger system for the last two months now, and every time I phone, hold for 30 minutes, get transferred to a bunch of different people, calls get dropped and then we start all over again. Tickets are being raised and escalated but the problem is never solved. They are still debiting the wrong amount and the refunds are not processed. On top of this, I have been trying to get the revised contract document s from GoSolr for months now as well, as I need to ensure the system and no one has even rep**** to my emails. Whilst the system is great - the after sales service is shocking!