What is happening to VIP?

Good day. I don't know what happened to Sage VIP's customer service. I have been using them for more than 10 years and the last year or so the service has gone down the drain. Normally when I phone, I get help quickly, also in Afrikaans, if I asked, reason for that is just that sometimes it is very difficult to explain salary issues in English. Now when I phone, it takes so long to finally get through to anyone, or I get transferred from the one to the other. People do NOT understand as if they are not trained well. We still do not have a Consultant in Nelspruit or near. We had an EXCELLENT consultant but he moved to JHB. The service is surely not what it always was, I used to be so very impressed with the service telephonically, I send an email that was urgent to *** as it was on a reply email, NO reply, finally I phoned and the lady said, o no we don't answer any emails anymore. VIP what is happening? Are your customers not VIP anymore?