"Human agents" not responsible

We have been having the worst service ever! About 2 weeks ago our emails on our computer stopped working and the mails on our phone is asking for creditinals but when we enter them they are "invalid" multi chats with the bot and asking for a human agent to sort this still not working. When I mailed asking to cancle my entire account they say the mail needs to come from the account thats not even working - showed them prove its not working and still i am waiting for a human agent to contact me. This is the worst service ever received!!! But every morning i must "rate the conversation"