No one is taking ownership

On the 18th May 2015 I called to log request for paid ups. I was sms'ed ref numbers as well as fax number. I called to as if I can get the email address I was given [Email Removed] I then emailed on 18th. Later I got the email that said it will be forwarded to the correct department. I have been calling no one is helping. Also subscribed but I can't view my retentions report.