Can't count on them for service

On Thursday the 31st of March I launched a legal query on the Legal Wise website supplying them with all my relevant contact details and a detailed account of my query. The website stated that I will be contacted within 48 hours. I was copied into an e-mail from [Email Removed] to [Email Removed] on the 31st shortly after my query was launched. Since then I have followed up on my query to both before mentioned e-mail addresses with not a hint of feedback. Today was the last straw and I contacted Legal Wise asking for them to send me details on how to cancel my subscription as their service is pathetic...and naturally no feedback. I think it's shocking how they will gladly take my money every month yet when I attempt too make use of their services once in 5 years I receive absolutely no help, not even an acknowledgement that my query is being looked at.