This service is not for everyone. You need to be comfortable with DIY with a little support from the community. It's not that difficult. We have been pampered all these years by the big 3 and at great expense. This service is an option to give the wallet a break.
It would be nice to have some sort of more-immediate support, though, for new accounts or urgent issues. I haven't had problems myself, but I can appreciate the system is a bit complicated and off-putting for some users, especially during the new acct set up time where first impressions are crucial.
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