How does a company with such terrible service survive for so long?

I wonder how this company manages investments if they can't even manage updating accounts. I have been trying to get internet access for almost two weeks. All requested documents have been sent and they have acknowledged receipt. Sent multiple follow-up emails to different addresses and called at least 6 times. When I was put on hold for over 6 minutes when I asked for a manager, this after my previous call of 10 minutes led nowhere, I decided to hang up and write this review. I am shocked that this level of service exists, especially in a company that is entrusted with so much.