Unable to speak to customer services

I need to get in touch with customer services urgently and I’m not getting any response whatsoever from the group chat. I’ve also emailed and you just get the obligatory statutory email telling you to go through on the group chat. How are we supposed to solve a problem without being able to contact anybody? I think I’m gonna have to think about moving from SMARTY. I’ve loved duty in this service but I can’t stand these lack of contact. It’s really stressful, especially when you need to contact them urgently.