Statewide Home Warranty Took money for multiple policies and will not respond for service or reimbursement Wilmington, Delaware

Purchased 5 home warranty policies from Statewide March 2012. Paid for two years to get best pricing. First request for service Oct 2012 answered promptly and what I though was ifficiently. Contractor made service call, reported to Statewide to replace appliance. Contractor claimed after three calls that Statewide did not authorize and Statewide claimed they did. Finally Statewide agreed to reimburse me for appliance and I went and purchased used appliance and sent copy of receipt via fax 10/23/12. Paige claimed 11/21/12 due to storms and down telephone lines never received so it was re-faxed. On 12/21/12 I tried calling and was put on hold and no one ever answered phone. I re-faxed.  On 1/2/13 I tried calling again.  No answer.  I refaxed with letter demanding reimburement.  Today 1/9/13, I am on hold again with the pre-recording switching between caller number 2 and 5 and the estimated hold time between 2 and 5 minutes, I have been on this hold now for 12 minutes.  I was just told hold time is 6 minutes and I am caller number 7.  All I want is my money back for the appliance I purchased and a reimburement for my policies so I can go somewhere else.  I cannot afford to lay out this money for policies again and as far as I am concerned I have no warranties available as they will not answer the phone.  Is this a phone room scam?