Appauling customer service

I booked flights to Alicante with two friends without booking hold luggage because we were confident after reading that onthebeach allows you to add extras later on if needed. We decided after a week or so that we wanted one hold luggage and proceeded to follow the instructions on how to pre-book this extra. However, after attempting several times the site transferred to a 'page does not exist' page in which we were left unsure whether monies were taken out of our account or not. With frustration we next attempted to ring up onthebeach to ask for help. We have been ringing for the past three weeks with nobody bothering to answer the call after staying on the line for several hours! Our next plan was to use the so-called 'helpful' Online Chat during the chat hours expecting somebody to answer promptly as advertised - nobody ever responded to our messages..
Onthebeach have also randomly taken an amount of £1.01 out of my account which I have no idea what this payment could be for and still left with flights that have no hold in luggage.

Cannot even call it bad customer service because the customer service is non-existent.