what happened??? they used to be great

This service used to work great for years, then it got more complicated, and now it's unfortunately useless. They do not have customer service by phone anymore, the voice recording says to use online email or chat. They have yet to respond to my email and it's been over a week. The chat on their site is not customer service oriented. It doesn't tell you that the message is received or anyone is going to help. The first time I used it it took a while to get a response, and there is no ding sound so you have to stay glued to the page to see if someone responds (before they leave again). My current issue with that when I try to call a number outside the USA it says this is not available due to security concerns and to reach out to customer service (I have not had a problem in over 10 years with this with Comfi) so I am trying to reach customer service and there is no response from the online chat window. There is an option to call from their website I see, they call it web calling or something like that. I tried that and it actually went through but there is no dial pad so I cannot select phone tree options - i need those since I'm trying to pay a monthly cable bill for my parents.