Super bad customer service without any attempt to fix portal bugs

Stanlib changed their online portal weeks ago which resulted in pre-populated forms not working anymore. I reported this when I noticed it, but it has been unresolved for weeks. Back-and-forth email, trying to make it out as I don't know what I am doing, asking for screenshots on screenshots, clearing cache...these are all things someone in my industry will do by default!! The last response was that it seems only a handful of customers experience this, but it does not seem they have any intention to fix this. If you apply changes to your platform and it takes away any kind of inconvenience to your customers, and you are unable to fix it...YOU NEED TO ROLL BACK!!! Now my money is held 'hostage' because I do not have the time to fill out pages of forms just to withdraw and cancel with this pathetic provider. SUPER ANNOYED!!