I understand your point Tux, but their poor response time has...

I understand your point Tux, but their poor response time has been the one consistent thing I've experienced since January 2020. And delay aside, completely failing to get close to responding to my query isn't really an acceptable in any situation. It would have been better for them to ignore the query, as I assumed they had.

We were never updated about our account manager, who left after 9 months with the business, and when I sent through the below email regarding closing the account, they made absolutely no effort to keep us (I provided them with a few reasons and opening to respond, at bare minimum they should have shown the vaguest interest in attempting to retain us). If our account manager is happy to give up the $40k/year fees we pay them, then either the manager doesn't care about the job or they don't care about their customers.