Does anyone actually read messages?

It would seem that more and more companies are making it difficult for clients to communicate with them, especially via e-mail, and MiWay is also guilty. A simple request to update our policy details (as this also cannot be done on the equally useless app) had to be sent via a "request a call-back" on the website. Under the message section I made it clear what we required (ie a standard questionnaire to complete) and requested that it be sent via e-mail. I also specifically requested that MiWay does not phone my husband (in whose name the policy is) as he is busy at work. It is clear that consultants do not read the message, so a consultant with no clue did phone and when asked to send a questionnaire or the like, simply forwarded the same renewal notice we received in January. Pathetic service.