Rain Mobile's CEO, Willem Roos, has no interest in Customer Service!

How is it possible that the CEO of Rain mobile, Willem Roos, doesn't give a damn about Rain mobile's customer service? On the other hand - when he ran Outsurance for years, the latter's customer service was and still is exceptional. Rain mobile's customer service is non-existing. When you log a query - you receive an auto-generated email response with a ticket number. However, a Rain representative NEVER contacts you! I currently have six outstanding queries!?