Poor Customer Service

I have been a fan of Accelerit to this date but I feel of late, their major selling point (customer service) has declined drastically to the point where I am considering a new ISP. On the Friday of the 23rd of May i opened a ticket which was not actioned with Metrofibre until late Saturday 24 May and as a result I did not have connectivity for an entire long weekend. Now I see I have now been charged a reconnection fee because my debit order did not go off on my card as my card details have been updated. I find this highly inappropriate given I was not aware and they did not advise me the payment was not going through. It seems they are more efficient at processing overpayments than responding to tickets given how long you took to respond to my ticket number 780318 as well as the feedback I gave on this. Now you have the guts to levy an additional R93 on my account which is ridiculous given I already had to incur data costs when my connectivity was down.