It sounds like some evil MBAs have taken over the company, and decided to monetize each and every customer interaction, including access to your inbox.
I agree with this. I had to show their escalation support how to use dig to view public DNS records vs. their own internal DNS. I still have some domains with them, only because all the other registrars seem to be following the same path or have other issues I find even more repulsive. The process to become a registrar is just tedious enough to keep me from doing it.