Zero comms - from the top to the bottom - waiting for weeks for responses and suitable ways forward

Our company has had issues with Huge and Huge TNS here and there. Whilst we understand there are hiccups in business and life happens, the terrible service comes when no one, not even directors, get back to us with what the issues were, or why we were sent from pillar to post to TRY get some technical assistance and support. Not even our account manager has gotten back to us. Other managers within the organization have also not given us feedback. There is not even a way forward as it stands. Until Huge and Huge TNS get proper support and comms channels in place, we would not recommend this service for now.