Alight Solutions review: FMLA 1

I have FMLA through Alight. There have been some issues lately with my time. I have called and called only to be on hold for hours. 11/19 I was on hold for 2 hours and 40 minutes and was never able to speak to anyone.
I have reached out to their webchat team and was told that a supervisor would be calling but never received a call. People were leaving notes that they called back and never did that either. I told them i would provide screen shots of my call history with them and they declined.
There were also quite a few times I opted for a call back with their automated system and never received one.
I recently received a letter that they needed clarification, but they were not specific what they needed. That led up to the 2 hour and 20 min hold that never got answered.
I can't believe that a company responsible for FMLA/insurance are allowed to do business this way.