I'm trying to get hold of them since 9:30 this morning with no response

Dear Alana,

Thank you for taking the time to bring this to our attention.

We sincerely apologize for any delays you may have experienced and the circumstances under which your Hellopeter posting has reached us, as we strive to attend to all our queries in a timely manner and we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations. 
 
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand. 

      

Once again, we apologize for any inconvenience caused and we hope to restore the experience. 

      

Kind Regards, 
Oneplan