Clueless Consultants - 10 days to resolve an issue!!!!!!

I want to settle my current Apple Watch benefit and start a new benefit. I started chatting to a consultant on the website. I get told that a call will be logged and it takes up to 10 business days to get an answer!!! I might as well have sent my request by post / tortoise. What is the purpose of live chatting when your consultants seem to be clueless. How difficult to settle an account?