Complaint poor customer service

For Customer Complaints Management. I lodged ticket issue BIL2471822, this has Not been resolved. It has drag on for over a month, billing/account take about 3 or 5 more days until respond in each time. They kept ignoring what asked, and give generic responses that is irrelevant and not what I asked. I have repeatedly asked for this to be sent to Complaints Management section - which they have not done and ignore this. And billing team leader closed ticket. This is not close, nor is this resolved and I did not ask for billing team leader. I asked for Complaints Management - it is a different section who will be able to deal with it.

This is a message for zoom staff to response and reallocated my ticket item to complaint management to response to me directly. Refer to what I have stated. Do not use any of billing responses (it is not what I asked/irrelevant/ generic).

I am a long term user 8+ years. Previously customer service was good, could make a 10 minutes solved on the spot. Now it is painful, chat box can spend 1 hour and get now where, nothing done, useless. Go through ticket item drags on for over month, response generic not to what asked. Failure to deal with matters, quickly, ticks customers off, hence why leads to public Bad Reviews.
Bring back the phone customer services for all issues. This matter would of been solved in 10 minutes. 

Thanks