I have heard the same problems as you have, so thank you for raising it. On the credit card in particular, there are service charges that we are reimbursing, so that has been taken care of. When we've had individual problems with cards, we've gotten those rectified very quickly.
On the portal, the lack of face-to-face, we are encountering more difficulty with the transition to that way of service than we had anticipated. It is something that's being looked at now. I don't see it being changed in this posting season, but we'll do a full evaluation of how the posting season went and be able to report back.