Non-contactable customer service

I would like to formally express my deep dissatisfaction and frustration with the level of service we have experienced when attempting to contact your customer care department. On multiple occasions, we have been required to remain on hold for close to an hour before receiving any assistance. In instances where the waiting time is excessive, callers are advised to make use of the mobile app live chat or web chat as an alternative. Unfortunately, these channels have proven to be equally ineffective. When attempting to use the live chat function on the app, I remain logged in and actively waiting, only for the app to unexpectedly log me out. Upon logging back in, I am required to rejoin the queue from the beginning, resulting in further unnecessary delays. This cycle has repeated itself more than once, making it virtually impossible to receive timely support. The web chat option has also not delivered a reliable or responsive service experience. The overall process of trying to reach a consultant — whether by phone or digital platform — is extremely frustrating, time-consuming, and inefficient. As a paying customer, I expect accessible and functional support channels. At present, there is absolutely no ease or satisfaction in dealing with your customer care department. The experience has been consistently negative and does not meet reasonable service standards. I kindly request that this matter be escalated and that we receive feedback on how you intend to address these ongoing service failures. I look forward to your prompt response.