They honestly are that bad mate - I got the same. Two weeks(?) ago I sent them an email to cancel my order for driveclub. Got an automated email back, then it took them over a week to email me to say they 'take security seriously' and could not action anything via email so I had to call them.
I called them and then they said it had gone on to the 'escalation team' - I've been waiting since two days before driveclub was released for a refund still!!
I've had to ring them about four times and each time minimum waiting time is 20 minutes - its just pathetic.
Second time I had to contact them about my broken console - I rung them, spent 20 minutes waiting for an answer, for a guy to diagnose it as faulty and then give me an RMA number but couldn't 'officially' action it due to 'computer problems'. I waited two days for the RMA returns label they promised me before ringing them again to be told no RMA was registered on the system - even when I gave them the RMA number LOL!. Had to go through the whole thing again, now have to wait 21 days for the console to be repaired, by which time I'll probably lose interest and want to sell it lol
