Afrihost lack of service

I have been a loyal customer of Afrihost for over 6 years for both my business & personal use and am appalled at the extreme lack of service from Afrihost. I emailed accounts a query on 30th April about a duplicate invoice.I have 2 deductions off my bank account within seconds of each other for a once off transaction. I have resent the emails 6 times. I have called and held on for ages - as one now does at Afrihost - on 3 occasions. I have tried to use the whatsapp service and was told after explaining myself several time - Sorry, we are busy and someone else will be assigned - still waiting. I have logged a support call - still waiting. I tried the call back service - someone did call and as I answered they hung up!

I called on another occasion to ask to about moving our Fibre request from TT Connect to Vuma - was told no problem, We will request the change and send an update in 24 hours - that was about 3 weeks ago. I received an email earlier last week stating we need to submit a full new order and basically start again if we want to move to Vuma - but all my telephone correspondence advises it is a quick hassle free request to change over as long as you have not officially signed up yet

Has Afrihost just gotten too big they no longer care about where they started? Are your clients officially just good for money in the bank? How can I company function with no client service?

I must be honest - I hold no hope of a reply to this either but needed to be heard!