Lack of service

If I could give a zero rating I would. I have been a member for close to 5 years and in those 5 years I have only used your legal service once. I now have an issue I need legal advice on, and after contacting their customer service, I was told a call would be logged and I would be contacted. This was mid-February and I am still waiting. So what am I paying for exactly? All these monthly contributions I have been paying towards a service you supposedly provide, are for nothing? Is this where I cut my losses and move on?