Bad service

Hi Ponthso contacted me gave great service was very happy with him on Wednesday. And this is where the happiness stopped. the docuements he promised to send was only send the next day after i had to phone in at 9 o clock requesting status. Signed and sent the documents back. After that i phoned every hour requesting status get the call centre transfering me and also get them to call me back no one called back. Only to finally hear from Ponthso at 16:00 via email. This morning i phoned again requesting status then get told but no you must pay the upfront fee first. No where did ponthso tell me this from the beginning. NCR law also states no upfront fees should be paid. Im not a happy person.