Vitality - Bad service

Firstly the call centre never recognizes you ID number, so this adds extra time to the call putting it in over and over again until it lets you proceed regardless, then It takes you ages to navigate through there silly menus only to get somewhere were you can only get automated responses, so you need to wait and start all over again. Eventually you get through to an agent, where they ask you to hold and get cut-off (this is a regular thing not a once off). And then..... you start all over again, All at your cost and of course, and they cannot phone you back when you ask, only accept incoming calls? My last attempt was 20 mins on the phone with them at my cost. So, whats option 2 you may ask....? send and email...! Well, emails don't get answered. I sent one in Jan and another for a different topic in Feb. It is now April, no response?