Because they are too busy dealing with the money making side of their business. I had a bad experience with True Local when I took out paid advertising with them. But, having taken out paid advertising with them did give me the dubious benefit of speaking with their staff. I should tell you that the same people who deal with sales, are the same staff that deal with accounts. They appear to have a number of staff members who wear various caps. When complaining about money issues, I realised I was communicating with the same person who had SOLD me the ads! However, I can give you an actual phone number. Don't believe them when they tell you that this is "only" the accounts section. It isn't. It's the same section that deals with everything (or at least the same people that deal with everything). The phone number is 1300307401 - Be persistent and don't believe that you're not in the right department, or at the very least, ask them for the phone number of the correct department.