Pathetic Service

I have been trying to lodge a payment history dispute via email ********** since the 1st of March 2019. I then called the call centre on the 25th of March to follow up/obtain the reference number I was told they did not receive my email even though I received the automated response confirming that my email was successful. I re-send my initial email and later sent the completed dispute form on the 27th of March 2019 & I am still waiting for a reference number/any form of feedback. XDS service is pathetic to say the least and 20 working has lapsed already.