No return calls, no return emails, unhelpful staff.

Called the support line on Tuesday for assistance with setting up an online/app profile & was promised a return call by yesterday morning latest. Heard nothing back, sent 2 emails to follow up, no response. Called back this afternoon, the person could not help & put me on hold for 15 minutes & eventually dropped the line. Surely this is not the best you can do? All I want to do is check the account balance online.