"many of our chats agents are occupied"

When you mail just stops working as regular as clockwork on the last day of the month (also known as busy month-end). You report and try to get service and then after 1 hour and 50 minutes of you not receiving client queries and clients not receiving your invoices, 1-grid replies with this ridiculous: "Good day thank you for contacting us, I apologize for the delayed response many of our chats agents are occupied."

Is that my problem? I pay my account for *service*. Fast to send their invoice and no real reduced price structure for micro companies. Very poor service to say the least.