Failed call attempts since July except a debit order

I contacted the firm as their client for over 6 years to assist me with a dispute I have with a letting agent as a property owner. The case was allocated to theediator, Tshedza Madega and he/she will call but allow the call to ring twice, dropped the line and send an sms informing me that they tried to call me but was unavailable. After a second sms I called the contact centre and offered an alternative number and I also sent an email to ***. There was not even an answer on *** till I called the call centre and was notified that my file is placed on abeyance. I asked for the file to be reopened last week Tuesday and was allocated a new mediator, Yonela Tilana. I received and sms from them without a call informing me that he/ she had tried contacting me.

I need to clarify that I have never spoken to these two mediators and my situation is getting worse, I'm losing money and patience with this company.

The debit order is successful all the time but not the call.

Do I have to pay a premium and pay for telephone to chase after your mediators?