"Self referral to Steps2 Change"

I am writing to give some feedback on the Steps2Change service. I self referred due to my extremely low self esteem, it is affecting my relationship and I didn’t know where to turn. I completed a telephone consultation but on the same day received a letter saying it had been cancelled as they had not heard anything from me (I didn’t think anything of it as the consultation went ahead).

I was referred for online work to help and was told I would get appointments soon. 2 weeks later I received a letter saying they were closing their involvement as I had not been in touch! I rang the number provided and no reply over and over again, I called when I could as I work full time. I have emailed the email address 5 times in total, never getting a response, and now it is months later. 

I just don’t understand how it works, why is there no one answering phones or replying to emails? And why are these closure letters sent when people are waiting to get help? I am just massively disappointed, after my original call I felt like I might actually get help, I can’t afford private counselling and I felt positive.