Customer service 0/10

Do customer service still exist? The" we don't care attitude is astonishing", is this the new norm , that one don't have any expectations of a Good service anymore, All my documents submitted on the 7th September for buyers certificate, and confirmation received on the 07th , that it would take 48-72 hours Excluding weekends, I email on Monday with no response and no answer , I call again Monday and was informed the person dealing with my application has passed away on Thursday the 8th , I understand this came as a shock but would all the clients not be handed over to another person , and the client be updated I regards to the delay , called on Tuesday afternoon this person doing the assessment is not done and they not replying to the email send to them requesting feedback , called Wednesday morning not done yet , called the afternoon still not done . So all I want to know is should I rather move to another company ? The lack of communication is one of the biggest issues.