Where has the once amazing customer service gone?

Ive been trying to sort out my log in details for nearly 2 weeks. Thats 2 weeks of not being able to log in to my own clientzone and change the package. Prior to this issue, I asked on 2 separate occasions of I could have an email service without the webhosting and was told both times that I couldn't. As soon as I then wanted to cancel my account, I was told that I could, I fact, have an email only package.