I've been a long-term customer of them, but I'm continually under-whelmed by them. They admit, if you push them, that they economize on front-line support. I

I've been a long-term customer of them, but I'm continually under-whelmed by them. They admit, if you push them, that they economize on front-line support. I think what you relate is a consequence of that. In a previous thread, I went on a massive whinge-fest about how they had "sun-setted" the one-time $15 payment member account that I set up for my father and that they had previously advertised using the words "never expires". I stand by that because they were in breach of contract. On the other hand, I don't think they are charging enough really. I would probably be prepared to pay more than I do if I had confidence that they weren't using low-skilled labor for front-line support.