I find the website really difficult to use. I think that as a customer I should be able to easily view things and change things without an issue. I also struggle to understand why you don't have a full live chat feature. I notice that if you are a new customer you get through to a live chat but if you are an existing customer it goes through to email. This to me shows a lack of care to your existing customers.
Just some thoughts that might help you with customer satisfaction and retention.
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