I received another email from HSun today.
In 20 days since I raised the problem, here is the sum total of their "customer service"
6th day - what browser are you using?
20th day - turn "auto fill" on on your Internet Explorer, and you can log in quicker.
They've got to be kidding. I didn't write to them asking for tips on how to use Internet Explorer!
They have recieved another very strongly worded email from me, basically stating, give me a solution, or in the least, an explanation, or cancel my subscription. And if you give me more tips on how to use the internet, rather than tackling the problem, the situation will be taken to management (with the rider, that I'm unemployed, so I have the hours it will take to do it!)