Poor website and no reponse to various mails fom Liberty

I use 11 Financial Services websites on a daily basis.

Over the past 4 years, before their site was hacked, I frequently reported downtime and other problems (with screenshots) to Liberty. Never once did I get response from them.

This morning their site is down again. I cannot recall a single incident on any one of the other sites during the past 5 years.

Why does Liberty not repond and sort out the problem? I have an investment with them and they earn fees from me. May add that I was not surprised by the hack...