For starters, why isn’t there a direct contact area on your website providing this information?
Why should I have to create a “support ticket” to deal with a question that I have related to an account issue?
Why don’t you at least have an “800” number if one has to call to deal with an issue?
The above issues are[ so typical with any company in today’s world that gets bigger. They go out of their way to make any personal access to staff as difficult as possible.