Passport missing and no customer service

I have to agree with another person's comments not so long ago. By far the worst service I have encountered. I have the same missing / non receipt of my passport that he has. I have also paid for the keep my passport/return my passport after the approval of my UK visa by courier. NO SERVICE. THEY DONT EVEN HAVE THE DECENCY TO TRY TO REPLY TO +-10 emails. This is really bad. How can we trust such a company with a original identity document such as a passport??? I think there is a reason why they dont have phone numbers, they just dont care to give customer service or talk to customers about the complaints. Bad very bad.