Most companies have some kind of customer support to handle situations where a product or service doesn't work as the customer expects. Smaller companies usually have phone number or physical location, bigger companies can have separate website to handle customer support.
Recently very big companies have removed direct contact method to customer support representative in exchange of website that just lists frequently asked questions and answers to them. In case the question or concern is not listed on the FAQ pages, there is no way to request further assistance.
What that means is that customer has no way to resolve the situation, and no way to continue using the product or service. Only choice is to either wait for the situation to resolve by itself, or stop using the product or service.