Multi million dollar company cannot afford 24 hour live chat customer support?

1. My average wait time for a response to an email inquiry is over a week despite the automatically generated email from customer support stating they will reply in 24-48 hours. I have now been waiting for 46 days to rectify a situation that should be solved in a matter of minutes.

2. Lack of transparency. Where is the punitive scale utilized in determining length of chat mute? Is there a scale? If so, why is it not accessible to patrons so punitive measures are consistently handed out and not arbitrarily determined by an individual? If not, why isn’t there an established scale to prevent discrimination against patrons whether intended to or not?