Why have digital channels available if they don't use it?

<p>I was told to speak to OUTsurance first before I had my refrigerator fixed, otherwise, my quote wouldn't be approved. So, yesterday at 12:24 I used their app to register my claim. I received an SMS notification acknowledging receipt of my request and to say that "an advisor will call (me) shortly". I'm still waiting for the call.</p> <p> </p> <p>Then, before 14:00 yesterday I used their website to log a claim. I still haven't heard from them.</p> <p> </p> <p>This afternoon I received an email to inform me of a response to a complaint I filed on their website. The email contained a link and said that a response to my feedback has been posted on their website and that I should click on the link. The link took me to a page where a client could post a compliment or complaint. No feedback. </p> <p> </p> <p>Why do you have all those fancy digital channels if it CLEARLY doesn't work?</p>