Bad service

So apparently you cannot phone to deactivate a decoder for one home and activate at the other home, you have to send an e-mail. This is all good and well, but then they do not respond and it's also not done.... I've send the e-mail 7:58 this morning, no reply, also not done. I've send one 11:39 again - still no reply and also still not done. I do not understand poor service like this. If the procedures changed once again (because we could phone for years to do this and the last few months we have to mail), please be so kind to let your customers know so we can do it how you need it to be done. I cannot add a reference nr here because the did not even respond to my 2 e-mails today once, so no ref nr.....