SMS-iT

We have a technical issue where one party cannot hear another. Our equipment works with all other voip services. We scheduled and confirmed a meeting for support. The agent never showed up. Now today I wanted to schedule again but we are being told we have to agree to an additional charge of $3.99 per month per number. And unless I do that I cannot get to the place to schedule another meeting. Why would I agree to any additional charges when you cannot make what I have work or show up to agreed upon meetings?