in the dark ages re a modern customers expectations

I switched to this provider, Ecotricity electricity and Gasfrom Atlantic earlier this year and so far have not had a great experience. I swapped because i wanted a more environmentally friendly choice and customer service where you are not constantly sales pitched services at every opportunity.
Yes it has been an eco friendly choice and the prices are not dissimilar to what i was paying before. I have been greatly disappointed with the customer service side of things though.
The first main difference is that you do not have access to an online account so you either have to phone or use emails.To someone who is used to this convenience, it seems in the dark ages not to have one. I tried to phone once with the number it gives as an alternative to the 0845 and after afew rings it disconnected so i had to use it anyway!
I have been with them nearly a year now and swapped for my electric and gas at the same time but it is only this quarter they have managed to sync my bills even though i swapped at the same time!
On one occasion an email took over 2 weeks to be resolved and had to be passed to a "customer service champion" (who did resolve it).
The latest disappointment for me was when having overpaid this week, i asked for some of this to be refunded to me and i was told it would take 10 days. With other companies i have been with (Atlantic, Npower etc, even BT for phones) this has only ever taken 3 - 5 working days so why so long with this company? When i switched to Ecotricity, i was torn between them and Good Energy but now i am wondering whether they would have been a better bet. I do not think i will be with them that much longer.