They just don't care

My website developers are struggling to work with my domain and suggest I move to another server. I want to know from Cybersmart if these are legitimate issues and if something can be done before taking the drastic move to shift from Cybersmart to another host. Ive sent 4 mails and called twice in the past 3 days. Every time there is no manager available and am promised that I will be called back shortly. i am still awaiting contact. They did reply to my first two mails but they always have answers that never seems to be helpful nor make any difference to the situation. I don't think they actually care.