Poor after Sales Service .... is this business being run out of someone's garage?

Their aftersales service is terrible. I have been trying for 6 months to change the name on our account to our business name. Something so simple. The customer care operators tell you to send a form to them via email addresses however this has yet to produce a response of any kind..... I have tried multiple email addresses multiple times. For a technical enquiry the so called technicians cannot answer seemingly entry level enquiries and when you ask for an actual technician to call you back .... you've guessed it, no one ever does.