Terrible Service - Lancet Laboratories

I have phoned Lancet Laboratories regarding a query on my mom's account and experienced terrible service. I had to wait for a long time and when asked to speak to the manager. I was put on hold again and after about 10 minutes the call was cut. This is very annoying and upsetting as I would like to resolve this consumables charges that was put through for my mom who is a pensioner. I have made 2 calls with no joy. I would really appreciate it if a manager could call me to resolve this.