Really sorry about this, the last few months with our old backoffice vendor based platform has been a nightmare for us. We couldn't move out of it in between a financial year as well (technical limitation). Yesterday/today we are replacing a big piece of the old BO with our in house bit. Not the front end, but the backend.
You'd see the improvement in a few hours from now once the new bit goes live. In the next few weeks, we would have replaced the entire old backoffice. Once done, we will be able to dish out all the front end features for Q that have been held back because of this vendor issue.
I know as a client, you'd not want any excuses from us. So regret the inconvenience. Everything we do as a business from Varsity to coin to education videos to working on new platforms always is done keeping our clients interest in mind.
About the lady who answered the call, if you can PM your contact number/client ID, we will find out who and take action.