Bad service and uncooperative agents

I am dissatisfied with the assistance the BIBC gives to employees. They are quick to take companies over the hot coals when they do something wrong but when they do it,it's ok. Over the phone they are not helpful and the consultants are rude and give minimum assistance. When they don't know anything,they don't try find out,they just say they don't know and that's the end of it. How does that work?! Companies are forced to pay for employees benefits but come when they have to pay out and there was a mistake on their end,they aren't as quick with facilitating companies and employees. Theres a clear problem with their system because on different days, you get different answers on the same issue.