Customer Care Issues

Gems staff! They just don't listen or hear to what you are asking. I phoned customer care and told them I have ongoing issues with the website for months. After spending about 10 mins trying to find my letter of authorisation to speak on my mothers behalf, she asks me the same question. I told her what I needed. She then says to me, 'so you want to be added as a beneficiary'!! I had to put the phone, it's the same old thing every time I call. Please can a manager call me to sort my ongoing issue out. I simply don't have the time to spend on the call centre. Thanks, Shelley