ONLY ABLE TO RECEIVE MONEY

I needed information to upgrade my gap cover. Turnberry sent an email saying this had to be renewed by a certain date, which is imminent. They have not responded to an email sent two weeks ago. When I telephoned I was told that Turnberry is overwhelmed by needing to respond to 50 000 members. Then I was told I could speak to a lady called 'Carol'. Carol's voicemessaging system tells me to leave a message. But then it tells me it is so full that it cannot take any more messages. What do you call a company which receives clients' money but doesn't offer any service? What is the legal terms for that?