What am I actually Paying for?

I have been ignored by these people for over 2 weeks. they are quick to send me notifications for payments and make me accept debit orders but when I want the info I require from them then there is nothing but zzzz I am growing increasingly angry why can't someone just tell me they are working on it or give me what I need. if I had known it was going to be such a hassle I would have gone with another institute cause seriously.