Bad service from Impaq online school

I have received very bad service from Impaq. I have been waiting for a call from a senior sales consultant to resolve an issue regarding my grade 1 child for more than a week. I have been charged big amounts of money just because I requested to cancel grade 2 and have my child repeat Grade 1. I admit I should have decided earlier that I want my child to repeat grade 1 before I registered for grade 2. If I had known it would be like this I would have just forced her to do grade 2 even though I feel she's not ready. I pleaded with them to let me keep the grade 2 books and let me continue to pay for grade 1 online access but they refused because this would not make enough money for them. I phoned them many times and asked to speak to someone senior because the consultants just give you programmed answers all the time, but their supervisor is never there and never calls back.