No response since the 7th September 2015

I lodged a query with TaxTim online on the 4th September. I received an e-mail on the same day informing me that I wil receive a response with 24 - 48 hours. On the 7th September I received another e-mail stating that the query is complicated and that I have to pay R99 into their account, which I duly did. They also indicated in this e-mail that should I pay the R99 I will receive a response within 24 hours. To date I have not had one response. Is this a **** or just bad or non-existent service?