Why is customer service response time slow?

In the past few months, something changed with the costumer service, and shopify just doesn’t answer any of my emails,and tickets. and now there is no number to call either!! I am experiencing multiple issues that Ai cannot help me with , I need REAL costumer service!! this has been very frustrating experience, and actually putting shoipify rates down by a huge percentage. costumer service is so important ! please get back to me ASAP. thank you.