I have been exposed to a service level that I would state as disgusting from RESMED Australia,

I contacted the customer service team as they had missed a scheduled payement, staff stated that this was due to no funds (funny enough not the reason) then stated that they had no idea and would need to look into it (common statement) ... then they took two payments that I did not authorize. The rep stated that this was for an overdue payment from February (7 months prior), but that this was not something they would help me resolve and that I needed to contact accounts, they also refused to escalate.

Contacting accounts, i was again told it was for a missed payment in February, but had to have them review March payments as had actually handled it in March (6 months prior)

During this time, i find out that my resupply of items has not been sent (but is actively being billed for), i was informed that they would look into this, and that i would receive a call back in regards to when it would ship. Oh, and the double payment would be assigned to the next bill!

Fast forward 9 days, no notifications received, no items received, contact customer service again, they confuse themselves again, and attempt to make me wrong by not listening to the complaint! refused to escalate! Contacted customer services by phone, upset with the bad service.

Was told that my resupply (again already billed so far for 4 increments) had not been sent. Requested immediate escalation to a supervisor, but was informed that that could not occur. They stated that the Manager would call me back, or that they would reach out before close of business.

At 5:30pm with still no contact, I called again, and was told "the supervisor had gone home sick!"
"Not my problem, get me their boss!"
"She is the boss!"
"Then get me her boss!"

Finally put on hold, and magically the supervisor was found. But as no one had escalated the information through still required time to find out what was occuring!

So 10 days after trying to do the right thing, and a month after the items should have been received, I have received shipping notification that the items have been lodged with Aus Post.

I am at the point where I am considering cancelling the contract and finding a partner agency who does not make me feel that they would rather blame the client then actually understand what is occurring and who does not provide a service that they cannot control.