Frustrated with bad service

This is now the second bad review i had to write in a very short period of time and it really frustrates me! My son started homeschooling this year. It is a very difficult process and it pains me that Impaq is making it so much more difficult that i believe it should be. My son was struggling and we opted to get him joined in with the virtual classes to be assisted with a tutor. I have paid the tutor fees (in advance) and now, a week later, he is still not able to join the classes. Everything was set up and he is logged in but has no teams events to join on his calendar. He has not been able to join all week and even though i have sent emails and screenshots of his system where it shows that he is logged in successfully i have not been helped in this regard. I have a son who is falling behind at this stage!!! How does this company operate this way? I am frustrated and very disappointed. Keeping in mind that his school fees was already paid up for the full year in December but still i receive such bad service and poor or NO communication form their side; I am working full time and cant keep on sending mails trying to "prove" that he cant join the classes. Very frustrating.