Lack of efficiency

I’m highly disappointed in the customer service department of Starbucks. I’m a loyal customer of Starbucks and appreciate what they stand for but recently I’ve had a bad experience. I loaded funds on my app twice and the funds didn’t reflect on my account however went off my bank account. I contacted them in this regard and the lack of efficiency there is appalling. I constantly have to email them for them to get back to me. You’d honestly expect them to be more helpful but that’s not the case. The fact there the only way of communication is email is also frustrating because everyone is just hiding behind a screen and no one can give you an exact answer on the spot. I’m very disappointed.