Pathetic Service, terrible customer relations

I have been using Tax Relax for several years now. I always make sure I submit my tax related information on time in order to meet the deadline. This year, Tax Relax has slacked off to a point where they haven't processed my returned, it's well past the National deadline and they haven't even bothered to reassure me of progress. I dealt with a tax assistant named Roxanne, who has shown at every phone call (that I have initiated) that she is unhelpful and grossly inadequate at client care. I pay monthly for a service that I have yet to receive, and between Roxanne and her associate, Lee-Anne - it appears as though they are running a three person operation with a massive backlog of tax returns. They claim that they have lost a staff member, however I fail to see how that justifies my paying penalties because they failed to make a contingency plan and do the one thing I pay them to do once per annum. I've never failed to pay my service fees, EVER! Yet service has failed this year. At this stage, I still have no proof that my tax returns have been resolved and no contact from Tax Relax as to the progress. I want my efiling details and to terminate my contract with Tax Relax.