Useless "Service Suite/ Secure Chat"

the My Service Suite - secure chat has got to be the most useless service ever. The waits are long, if you try follow up, you get automated messages to say they are still attending to your query. And when they cant find the answer to your question - they fob you off with guesses and lies or repeat the same question. wish I could copy/paste todays conversation (as yet unresolved) Either the people are unqualified and/or understaffed.