For the record, it is "grammar". Judge not, lest ye be judged...
But, sounds like you have the experience of many, where you have a long term investment and expectation of a product and they are starting to disappoint. Many are questioning their loyalty and with reason. Just be sure you don't let the emotions skew your decisions. Sounds like you really got a couple of bad CS agents, but that has happened to all travel veterans like yourself. Hope you have better luck the rest of 2019.