Frustrated w/ Fonality

Customer service. Waiting on the phone for 20-40 minutes is totally unacceptable, more unacceptable is the fact that customer service either chooses not to call back or can't, I'm not sure which. And why take a 'best call back number' if they can't or won't use it?

The website is not user friendly at all. It uses terminology that doesn't make sense to the average person using it. There are way to many steps to accomplish anything. Portions of the website we are told, "don't use." Then why are they there for us to see?

The email for customer service is beyond useless. You can ask for a call for 3 weeks and get no response, it's extremely repetitive and has no real usefulness at all.

No offense meant to any nationality but the person on the other end of the line should be able to understand what I am saying in plain English. I spent more time trying to explain the problem than actually getting it fixed.

Getting to level 2 service is near impossible. The level one people try to be helpful, but quite honestly, fail miserably. If you can't help, move the customer to someone that can. Or better yet, get rid of a level and train the lower level better.