Why do we pay for services that we arent getting

I was at legalwise in August regarding a case of mine. The consultant assisted me and told me that he will sort it out for me,weeks went past and i havent heard anything except from the 3rd parties attorney. I tried several times calling the guy who is assisting me with this at legal wise and nobody phoned me back...after several emails i sent to him he responded that he already spoke to the 3rd part and that they are sorting it out with his attorneys. They phoned me a week ago and said that no one from my legal team has emailed nor phoned them regarding a case of mine. I phoned customer complaints last week and was promised that i will be contacted...but nothing as if now... Ive never seen bad service like this in my life... We pay for legal assistance monthly and nothing gets done?????