Stead Law - scammer or just bad at providing a service?

Applied for registration of a trade mark in 2020 with Trademarker.com. Invoice paid in full, however to date nothing has been resolved. the Attorney (Rouviere Stead) has failed to provide updates without being hounded via email. his responses have been brief and no concern seems to be shown about the timeline if this request. I have emailed the Attorney but no response has been received. I tried calling but the line is always unavailable. This could be a very organised scammer or just plain and simple poor service. They charge a premium for a service that is claimed to be fast and efficient. however it is almost 2 years with no progress.