Useless Service

I have been trying to get a log book for the 2018 tax year. Firstly the online service is useless as I cannot change my trips to business or private. So I started emailing the CS email address. It is now 16 days later I still have no log book I spent 34 minutes on a call to them 3 days ago and still nothing. I honestly don't understand why am I paying a monthly fee if nobody can even get back to me.