My bins have not been collected for 3 weeks withou...

My bins have not been collected for 3 weeks without reason. I have emailed them twice within 24 hrs each time and they promised to empty my bin before the next collection day. This hasn't happened and they do not answer the phone.
They also charge for my green bin but failed to empty that as well without giving a reason. The same with my neighbour who did contact them and was told that she had put apples in the garden waste bin (apples from garden that had fell and rotted).
Poor service