Business online is offline

i have tried to get a simple user changed and this has been going on for over 2 months now. Firstly they could not read our fax so we emailed. Then they couldn't read our emails because they couldn't read JPEG so we hand delivered. Then they sent correspondence to and email address that was changed about 7yrs ago. Then they lose the forms and ask us to resend. Then they disappear and don't respond to my emails when I ask them to send someone to sort this ridiculous situation out.