National Geographic - poor service

I see a previous post is from 2015. Sad to say, their service has not improved. I have had a number of problems with a gift subscription, the latest being that I paid the renewal in November 2017 and got confirmation of this payment being allocated, but now they insist that it was not paid and my gift subscription is not being delivered. I have been waiting for 3 weeks now for a response from their one and only email service channel.