Frustrated client

I find the wording of their correspondence to be confusing, their response time is the say the least very slack. It as if they are doing you a favour by just talking to you (today Joanne spelling of the name?) a point in question. The front line staff are picking up the frustration from me, I feel sorry for the Bonitas front line staff and as such, pick up a lot of flax from clients. I tried to pull my Tax cert, it is long process to get into it. And could not obtain it get into the app, even after downloading the app. Everything seems to be a hassle with obtaining any thing from Bonitas. Obstacles are thrown in your way all the time. My wife went for a procedure on Tuesday, I had to phone in and complain about the lack of response, I was then I was told that someone would come back to me on Thursday telling what was happening No reply