What's the point of providing an online contact/messaging function in your web site if you don't monitor the incoming and respond?

I have made two submissions via the subject channel, one approx 24 Feb (unable yo log in) and the other this week re incorrect ICD10 coding in your claim for service at your Roseacres branch. No response. Why have the channel then? So now I have to phone you? Note also that Discovery called me to explain why the cost had been charged to my MSA and not my oncology benefits and the caller told me that she had tried to reach you on *** and no one answered. You have the functionality but are not very functional, it seems. That seems to be confirmed from the ratings in other submissions via this medium that I've read. Only 1 of the twelve was positive.