WireIT complaint

Our voucher did not arrive, so tried calling, system answered but immediately cut me off. Tried buying another voucher, same problem. I sent an email before eventually running out of electricity at midnight on a Easter Saturday. Had to drive to petrol station to buy. Following morning email with codes. No apology, no by-your-leave. If I hadn't gone to petrol station at midnight I wouldn't have been able to receive the email codes. Why no apology?