I've been a loyal customer for over 4-5 years, and have never had an issue with contacting support. Unfortunately in this case, I've submitted 4 requests that are over a month now, plus I've called and left two voicemails, to no avail. I need to speak to someone ASAP about making changes to my membership and questions about rewards. If no timely response, I'll simply cancel my subscription and move onto a company that is responsive.