From my experience customer care takes a backseat these days.
You can't tar everyone with the same brush but the "general" concensus is to attract new customers bending over backwards for their business.
Once they have you then, unless you are willing to badger them, prepare to wait endlessly on the end of the phone being passed from one to the other.
Seems like they expect you to either stay with them because people are too busy to to stay on top of the situation or leave every so often anyway after shopping around.
Plenty of punters to go round for everyone.
If everybody has the same business model then it works, for them!