Why don't the agents respond, I have made two deposits but it says I have no credit

I have made 2 deposits one to activate my account and one was a payment I made in advance but now when I log onto my profile there is no credit as it said it was used but how can one use two months worth of payments for 1 month of service and they do not even reply I have 7 tickets open and they don't reply at all I am thinking of getting that money back and then changing to a different company