Pikitup comes, but our bin isn't emptied

Pikitup "services" our area on Tuesdays. On 7 October 2020, our bin was not emptied (everyone else's in the street was). Last week (14 October), our bin was not emptied, although most in the street were. Today (21 October - although they should have been here yesterday), Our bin has not been emptied AGAIN. It was reported last week, and my husband has been trying to report it again for the last 30 minutes, but gets pushed from pillar to post, phones don't get answered, mailboxes are full plus various other reasons for the calls not being answered. Why am I paying for this service, which clearly isn't being delivered??