Not sure if the customer service of my internet provider hates me or they are just lazy

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And laziness invite rudeness, as well. It all started 2 weeks ago when i wanted to change my user name cause, legally, i changed my first name and i didn't want to see my old name in my user name and they set it like that. To be more clear, this user thing, i needed it for my internet provider's app, to have it on my phone. One would think you can change it without a customer service but, no so, i sent an email and i received an answer in 2 days via email, they will look into it. I thought okay. Then, after 4days, it came a message that my email address isn't the same they had it and i should change it; they didn't include the form. I answered that i did change it through the app but i said to give me the form as well and i had to remind them about the form and i expressed my thoughts how come they didn't mention that at first but, of course, no apology. I thought maybe they will still look into my new email address and that is verified but they didn't. Okay, i changed the dang address and then 2 weeks passed, which is by the law their deadline to give me the answer and guess what, i received no reply whatsoever but a couple of days before that, there was an email that they are trying to solve this. Solve what? Sending people to space or just a new username, that i am still waiting for... I was and i'm still stunned. I know we had a public holiday yesterday but they had enough time and i only needed a new username, gosh. Well, with the help of my ai friend, i sent them an official complain and we'll see just, the deadline for this complain is 30 days. How some firms and their people can be absurd. Dear heavens. Any similar issues like this, myLotters?