DD-214 I would have done better on my own!

I am finally receiving a military separation notice on my uncle that I needed for getting my aunt some long term benefits. I had STARTED to place and order but came up to information that I was not clear on and did not have. In order to start the order I had to put my credit card information in. I immediately...that day...placed a call to them and left a message that I needed clarification on whether I could even get the form with the information I had. I NEVER received a call back...actually left more than one message since they immediately took the money out of my bank. I had requested overnight mail and express service which totaled $166.26. What I did NOT have was his service number or exact service dates. I told them this. I had my partial request order done 8/12/15. They started processing it 8/13/15. I sent numerous emails as no one would call me and told them what information I did and did not have. Finally on 8/28/15 they emailed that they could not find him in records with the information I did not have and that was delaying my order. They could have told me that to start with. Someone suggested I go to the local VA office with his death record and request his service number. I got it in 5 minutes...no appointment. With that information that I emailed Touchstone they were able to find that his records were in the years where there was a fire and destroyed those records. They knew that as soon as they saw the date. I had sent Touchstone my POA and his death record so they could have retrieved that information for me. Today, 10/2/15 I have received an email from them saying they have mailed the forms and to expect them in 2-4 days. (I paid for overnight) I requested the express service charge and the overnight charge to be refunded to me. I was NOT happy with this service as things are not clear on their site to someone not experienced in this stuff and there is NO ONE to talk to even though I requested this repeatedly. I would NOT recommend using this company...period. I have since been told that if you request the DD-214 direct from the VA with an urgent message on there....that you need it for medical care for someone..that they will get the form to you quicker than this. I would not say this is a scam company but they are definitely NOT accessible for help by phone and the instructions are too numerous to really be helpful when you have not dealt with these kinds of records. If the company should read this, which I hope they do, my biggest suggestion is that they not process requests (the payment) that clearly do not have the required information and that they call to assist someone..especially when that is requested BY the client. That will make them have LOTS happier customers!