Lack of Service

I have had no progress for a service I paid for from Karen. She is only reactive to emails and queries i send to her if not I do not hear anything from her on the progress of my application. My application has been carrying on since December 2019 and I still have no Joy! I have been very patient but the insult has been that Karen calls me to tell me she uses her phone to follow-up on queries, when I have paid her for a service! This is not acceptable!