Horrible tutor service

Since applying in November service has been horrible. The first month you ask for assistance in the same week 7 different people call you but since December service has been horrible. Not only do they not warn you a month in advance payment is deducted middle of December rather than what we signed up for but on 4 occasions I emailed and filled in tutor form to get assistance. Eventually I whatsapp them and ask for assistance I get told to fill in form. I wait a whole day for a response that is not helpful they clearly don't even read what I said. I have emails from before December holidays that wasn't responded to yet either. We paying for tutors but none of them respond.