Live Chat my foot

What is the use of having a live chat on your website if one is not going to be assisted. One have to threaten to complain on this site to be attended to. You will have to be transferred twice before one attend to you. You ask question they take long to respond when you query that you are told you are not the only one, am not a number and I refuse to take back seat when I need assistance because I am paying for such services not some one star service. I am chatting with an agent as we speak but he is no longer responding to me as I refuse to be refered to my statement for the rejection code. Mistake were made by the hospital case manager but I was told to call them instead of FEDHEALTH to contact the hospital. Adding my son on the medical aid was a hustle. When is your service available without a hustle. Tell me one instance where you assisted me without having to fight you. I am still yet to be answered