Poor service and shocking communications at RSA retail bonds

Shocking service. After waiting 19 minutes on call to RSA retail bonds a month ago, my call was eventually answered on one of those cheap telephone systems that sounded like there's a few people talking together in the same room with a shocking speech quality. It was a very frustrating time trying to understand the agent and i couldn't risk having to call in again. I called again today and waited for 30 minutes with still no answer. I was calling to see why they hadn't responded to my elderly parents email sent about a month ago . They are concerned that they have not received any interest in over a year and need to find out why. This service has deteriated so much lately that I'm dreading the time I need to take my funds out. I saw one response from RSA retail bonds where they mention a lady's name but NO EMEIL ADDRESS to contact her