Change to "difficult" Holidays

Not quite a good experience so far. I have a voucher that I've been trying to get information on to redeem. I messaged someone at the end of Jan, who provided me with links on the places and asked for dates then advised there was no availability, I've been left on read since the last month, when I called yesterday the person I spoke with was insisting that I messaged the day before when I had not, instead of helping me, or giving me any information,she was on about the messages she can see I sent, which was a month ago! Also said someone will contact me back, still has not happened. Very rude and no telephone etiquette, I understand we are using a voucher, but it's not free, we are still paying and still going to spend at the resort if we even get there. I also initially tried contacting them early to ensure I get dates for when I needed, but that's not the case, it's almost as if no one wants to help, also for some odd reason, no one else seems to be able help, besides the person who left me on read since Jan and still has not responded to me.