Disgusting treatment of eleven year client

I have always been amazed at the great service i get but trying to go personal is not that personal. I have been a member since 2006 and trying to send back the same docs they need have been rejected by their server and when sending it to their permitted server I still get no response since two days ago. ***. I am currently without medical aid after begging to stay on board. What isbwrong with this picture?