SHOCKING SERVICE!!

My experience with this company has been shocking! I emailed them on the 6th of Feb 2023 asking for my email to be updated as the one I signed up with was no longer in use. I sent another email on the 9th asking when I was going to get help, and only then did a person (i won't mention their name) say that they had sent me a mail on the 6th. When they sent the email that was apparently sent, it had NO DATE. I've worked on emails most of my life so I know what to look for and nothing ever came through to ANY folder. I was then asked to send a colour copy of my ID. I did that and I was then told they couldn't see the attachment so I sent it again. It's now the 16th of Feb and no one has come back to me! HOW ON EARTH CAN A COMPANY TAKE THIS LONG TO SORT OUT AN AMENDED EMAIL ON THEIR SYSTEM?????