Customer Care NOT responding to email and Call Centre conveniently Off-Line Can't help U

Sent email to Customer Care re incorrect billing after UYO - Use Your Own - upgrade request. Only response was reference number. Few days later repeated request and another reference number! Called Call Centre which was conveniently offline and Nopele were delighted that she can't help me. NO back-up plan to call the client back once they are able to provide a service to clients. NO old fashioned paper fault recording system and NO follow-up system in place. Obviously NO contingency plan either to continue providing a service even it is the old fashioned way. It was NOT dark so they all could see and still do their job forgetting who is actually paying their salaries.