NO delivery/No service response

Purchased and paid(both online) for two car value reports on 20 November 2017. I received the invoices and confirmation that my bank had processed the payment. When I didnt receive the reports by mail, I posted a query on an enquiry on the website. The message returned that some one would get back to me shortly. I got no response so called the call centre this morning. After the endless IVR system I endured the nonsensical security that involves send me a pin via sms and after I read it back to the operator her next questions was "please confirm your mobile number" !! The lady was unable to assist and could not escalate the issue because her team leader was in a meeting. I tried again a little later and endured the identical experience. This operator said she would call me back shortly...that we 4 hours ago. So, still no delivery or response. The call centre has a message saying they are experiencing high call volumes....