Terrible service

Let me start with this when I started with these guys, a debit order from a creditor came off my account 3 months ago , it was supposed to be reversed until today I still haven't received that money or seen that, the money has been adjusted on the account. Last week Wednesday I had sent an email about the fact that a creditor has been messaging me about payment and that shouldn't be happening I got an email to say they will respond in 5 to 7 days !!! I'm a paying client. I'm still waiting for a response but let me be late on payment I'll get an email so quick I'm honestly considering canceling because this is *******