Disgraceful & Unprofessional

What disgraceful and unprofessional service. I am an online client and because of this I have not been assigned to anyone, so remain 'generic'. When there is a problem there is nobody on the other side because all communication is via email. THAT THEY DO NOT RESPOND TO! And the landline, H/O included, is always engaged. So how do I get any answers? Frustrating to say the least.