Customer Care Compromised & Professionalism lacking

I thought i would give them another chance as it is 2021 but nothing has changed. The Whatsapp chat takes "forever" You also have to contend with a "robot" All this in an attempt to retrench staff & forfeit the values of Customer Care and of course just Blame Covid for the call takers not being able to cope. This has been like this since March 2020.