Why is it so hard?

In this day and age of automation and the internet you'd think it would easier to be more productive and that customer service would be able to be improved to new levels. I've posted previously about how about six months ago we changed banks and that Lendi completely screwed everything up and we ended up with the wrong homeloan which then took them two months to sort out, all whilst trying to blame someone else. No one ever stepped up and said, I'm sorry, I made a mistake. Everyone was more like, I didn't do that. Even in the end when they eventually got things sorted, no one apologised and they wanted us to sign a non-disclosure agreement so we wouldn't tell anyone about how bad they stuffed up. When we sent back the paperwork to get compensated for the money they had cost us, we crossed out the bit about the non-disclosure. They didn't like that and said that they couldn't accept it, to which we replied, if you want us to me quiet, you can pay extra for that. They weren't willing to pay us more, so they sent out more paperwork where there was no non-disclosure clause and to this day I'll tell anyone who will listen to NEVER EVER use Lendi.
Well last week, my wife tried to organise to get the the power and gas connection sorted for the new house. What happend was that she got a message stating that they were getting started on transferring everything over to the new house ASAP. When My wife tried to speak to someone to advise that we still needed the power and gas on at our current house and that we were moving in on 18 March, it confused them and they couldn't even find the ticket even though my wife gave them the reference number. It took another phone call today to sort it out and we think that now we should be ok.
I then tried to call our phone and internet service provider to arrange the transfer to the new house. Well, apparently they are too busy at the moment and wouldn't even put my call on hold, they just had a recorded message stating that they were very busy and to call back another time or to send them an email. I then tried to use their website to organise the transfer, I put in my current address and the new address, selected the right type of plan, confirmed that fibre to the home was available. Then, just before I hit confirm, I realised that at no stage did I put in the date I was moving. The form stated that once I hit confirm that the process for the move would begin and to make sure that everything was correct as I could be charged extra for any changes from then on. So now I have to send someone an email to try and organise the transfer as I'm not confident that I won't lose the phone or internet at our current house before we're done with it.
It's not like we can't live with the internet, but if you could see what my son is like when the internet is offline, you'd understand why I am hesitant to turn it off too early.

Bomber
it's not called shareholder service, but it certainly feels that way in this day and age. It's CUSTOMER service. Oh and NEVER EVER even think of using Lendi.