Terrible service

Weve used them before. But had a terrible experience with them recently. I missed my flight for a Friday 10 am flight. Called them(2 hours on a cell phone)! re-booked to the saturday. The fee went through on the credit card. Got to the airport Saturday morning the flight was not re-booked.Now its 7:45am. So I get on the phone to them. They dont answer the emergency line. Not available.At all! So I had to pay another re-booking fee directly with the airline. Now I want a refund from travel start. They do not answer emails. And here Im on the phone again. Holding forever to get my refund. Pathetic..