Sad to see deterioration of once renowned company

Customer service is shocking - in fact, after communicating by phone (call centre), 32 minutes of MY airtime, by email and on line chat - there is NO service, no feedback, and no resolution. The practice of making paying clients bear airtime costs to resolve a problem made and controlled by the Provider inefficiency is disgusting but great for cutting their costs! My loss/cost goes straight in to their pocket. 1. I have mails from them which I cannot open, although I am using the correct password. No reponse to 2 mails requesting assistance. 2. Receive illogical emails from them - from July 1 - 32 mins on phone - transferred to 3 depts - no resolution and clueless responses. 3. On line chat request for a call from them, having noted the above comments gets this response "......are you happy for me to request a call back on ***? Answer - "Yes" Response "Sorry, there’s been a technical glitch so I can’t answer your question. Please either try again in a short while, or if you’d prefer to speak to one of our Customer Service representatives on ***or email ***, get in touch and they’ll be happy to help." Please........... I'm on line precisely because this route has not worked 4. Cannot open emailed statement, using my correct DoB as password. emails not responded to for 3 days. Finally get a callback from them. Person calling - very polite and apologetic, but has to transfer me elsewhere. At their cost this time - 47 minutes later, I finally get a response - also very polite and helpful lady, that they will get back to me telephonically by 14.00 tomorrow "and hope it will be resolved by then". We'll wait and see.............. Recommendation: Hire enough staff to handle calls and mail. Train staff to identify, relate to and resolve customer problems quickly, efficiently and effectively on first call / email. Do not churn out valueless/meaningless automated mail responses - back up by .... nothing!