#345: Online Customer Service

A lot of time, I have issues with accounts that aren't that urgent, so I figure I'll use the online "contact us" secure email to ask my question. But 80% of the time, I get a response to the effect that "Sorry, we can't help you, we'll forward this to someone else who will research it and get back to you" and this happens even with simple things. It really makes it pointless to offer this option if you can't really solve your problems via this communication method. Severity: 2