Declining Customer Service

I've been with TD Waterhouse with my stocks and shares isa for probably 4 or 5 years. Over that time customer service has really declined.

Now, it takes days to reply to simple questions over email. When I called to ask a question about fund charges, the representative didn't appear to understand how internal fund charges work. I had a conflicting answer from email, where I hoped to get a better response with a written example. Emails to their support go without reply or take days to have a short response that fails to address the question.