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If you contracted for a specific service that they did not provide, but you paid for, then they are in breach of contract.
There are a series of steps you can use to try to deal with these businesses in a way to at least get some resolution. You do not need to do each of these (some may not always work, for example you may not use your credit card to pay your monthly bill), and some you may have already done (such as written to their customer service department), but I provide you with the following as an outline because it gives you a methodical way of going through this in steps so that you can address this in a cost effective manner.
Confirmation letters: Keep written records of all communications - so if you speak to someone by phone, promptly send a follow up "confirmation letter" summarizing your conversation, who you spoke to, when, and any agreements you reached. Keep copies of your outgoing correspondence, as well as anything that you receive.
I wish you the best of luck with this dispute, and hopefully a speedy resolution.