Afrihost Client Support

I have been a client with Afrihost for some time and enjoyed the quality of service. Recently my user profile was breached by an ******* 3rd party who set up an additional service on my Hosted services. This was discovered and discussion with Support at Afrihost took place. Several other accounts seemed to have been affected by the same hacker. I was assured that action would be taken and the service deleted. I was subsequently billed however, and had to reverse the transaction. The service is still reflecting on my profile over a week later, and I am again getting mails from Afrihost informing me that payment is outstanding for this service. This after repeated mails to Afrihost subsequent to the initial discussion informing them of the problem. Have repeatedly requested that this issue be escalated, but no response. Very disappointing for a company marketing itself as providing excellent customer service.