No response

I sent them an email with all detail on the 13th of April(Wednesday) and got a reply from one person forwarding my mail to another person, informing them to help. I got no response from that person. I sent a follow up mail 2 days later(Friday) and I got a reply saying that the legal counselor(Mr Kwanele N****eni) has 2 days to reply and will reply in due course. I was following up 2 days later so that did not make sense to me. Today is the 20th of April(Wednesday), 1 week later and no reply from Legalwise. I'm paying for the Platinum service which is clearly just paying extra for nothing. This is the first time I've ever contacted them for help after paying them month after month with no problem. This has to be the worst service I've ever gotten from any company. With the amount of complaints against these guys, I wonder why they're not doing anything to improve their service.