Not sure what happened, but I used to have no issu...

Not sure what happened, but I used to have no issues with these people. Now they never answer their phone. I've been on hold at times for more than forty-five minutes, waiting to talk to someone and I never ever can get anyone to answer. Sometimes when I call, a recording tells me the employees are currently in a staff meeting. When they want to talk to me, they have a machine call at 8 am on a Saturday morning that, when I answer, tells me to go to their website or call them. Was there a massive culling? Where have all their employees, who are generally affable and friendly, gone?

I wonder if I went to their downtown address, what I would find? Would someone then be able to talk to me?

EDIT: I've been on hold since 4 pm. It's almost 5, and they close. And so my hold time has done NOTHING TO HELP ME. I've emailed them using their contact us form and nothing has happened. They do not call me, except for the aforementioned Saturday at 8 am machine calling me and telling me to contact them. For years they've serviced my loans and I've loved them, and I have qualified for interest rate reductions for paying faithfully my enormous payment for my shoddy unemployable (my bad, not theirs, still, it's disgusting that naive students are guided to take out loans their future income will never be able to repay) degree, over $300 a month, and now I can't even contact anyone AT ALL WITHOUT devoting an entire five hour block of time to waiting on hold, it seems.

EDIT 2: I emailed the owner using the email address in their response. Not sure they'll see this. I'll update if they call and I get the help I need.

EDIT 3: After 58 minutes on hold, and basically 2 minutes before 5, someone answered. Was able to get help. We'll see where this takes us.