Why am I paying membership

I contacted legal wise to help me with my cell c contract issue, 2 months ago, they assigned my query to Pontsho, she tried to call me and I couldn't take her call I then called back and was told she is busy on with another client she wil call me back, of which she never called. Few days later I called and ibwas told she is on leave and I said we'll who can advice me regarding my issue they told me a manage will call me back till today I have not heard from Pontsho or the manager. They only thing I'm receiving is sms to rate Pontsho of which I rate her. So why am i paying this memebrship if I can't get help from them when I need them , all this service providers are the same all they do is take and take for non service rendered.