Service not good.

I have been a Tymebank/GoTyme customer for a while, generally happy. However, for a bank that has no branches, their service is not good. I had some queries, emailed ***, no reply. I called and got someone on their help desk, I explained my issue, I knew pretty quickly that he did not know the product. I asked to speak to someone else, explained to a lady, she also did not know. She said she would find out and call me back within an hour, I am still waiting.