Maybe it is a cable company, a telephone company, or a shoe repair company.
So how do those actions (non-actions) affect your perception of that company? Probably ... pretty negatively. You are forming (or have already formed) a perception of their company and non-responsive is a word that is helping you to describe that company. Pretty soon you get to a horrible conclusion: "They don't care about me."
Now turn it around and think about your responsiveness ... YOUR Brand. What perception do people have about you? Is it what you want? Not sure what it is -- ASK THEM! Do they think "you care about them" based on your responsiveness?