Service/Customer Care Gone Completely Down the Drain

I've been a customer for almost 2 years now and what I enjoyed about their service was 1. Convenience 2. Promptness but NOW - I hold the supposed 24/7 helpline for over 20 minutes without it going through or "lines are congested" and then the call drops so I sent an email and the genius on the other side tells me about an old sim which was closed and that I need to order a new one - I ALREADY DID THIS and THAT is exactly the service I needed assistance to get connected in the first place. I'm so disappointed.