Unhappy with no feedback on accounts query

I have just signed up with Home-Connect and they had a promotion of 30 days free I fell into timeline of the promotion and I had to request it. I got a invoice which I have disputed and the said they will waver the cost. I now get a sms saying I will be double charged. No responses on my mail I have called maybe 6 times and holding on the phone up +20 mins in some instances. I have logged a ticket, sent a mail and called. What kind of customer service response is this.