Bad service and too much downtime

I have been hosting with this company for a few years. In the beginning they had great service. Then it went from great to just OK. I gave them the benefit of the doubt. The last few months they just went from OK to very bad. They are always responding VERY late with a query. Like in days. Or they don't respond at all. Having me to query again, and again, and again. Some queries took more than 2 weeks to answer. I am in the process of transferring a domain from them to another service provider, due to bad service. I had a few clients who hosted via my reseller account. All want to move now for the the last three months emails are not working. Websites go down. A WordPress website just went missing. Luckily they found a backup to restore. Currently I want to move all domains but it seems to be impossible. For more than 2 weeks now I am trying to transfer a domain with no success. They also invoiced me on domains that are not even active or hosted on my reseller account. This they did reverse. But something seriously has gone wrong with this company and it is a pity for they were very good and also very good priced with the packages. But with the amounts of downtime lately and no service in terms of responding to queries...I can no longer make use of this service. I am requesting assistance to transfer my domain very urgently...and this request seems to just go into the sky and disappear. I feel very bad to having to report this here...but it cant go on like this.