Failed to get assistance

I recieved and sms that I have a default on my credit status and I tried to create a query using the transunion website it gave me and error that I need contact transunion and I spoke to a consultant that I need assistance with creating a query she advised me she can’t assist if only I have a cancellation letter advised her I don’t have the letter but I have the statement I recieved from the service provider she advised that she can’t assist me with that I need to get a cancellation letter. I need the matter to be resolved as it affected my credit profile but she didn’t care advised her that I don’t have airtime to call in can she atleast give me an email to send the letter to as I won’t be able to call in as I don’t have airtime she said she can’t help she can transfer me to the department where they can sort out the problem of not be able to create a query on the website she transferred me and waited and got a nice lady who asked for my details and advised me that I will get new information to access my profile and I did receive the sms followed the steps as she explained then got in my profile wanted to create a query it gave me an error that I need to contact their call centre again while I don’t have airtime. I doubt I will buy another product with Transunion again they failing to assist me when I needed their assistance