An administration nightmare!

Shockingly they cannot get their administration right and seem to have no idea what is going on, yet they an educational institute. After receiving a quote and paying and getting a partial refund and thinking that everything was sorted last year, Impaq has no record of this and wants to requote and expects payment again. Trying to call them and i get an to a voicemail system telling me to leave my details and they will call back, not what i expect as service goes.