Afrihost Logged us out of our own account waiting for 7day no reply #VCV-***1

We have been a customer of Afrihost for more than 8 years. have multiple services with them We wanted to add an email address for one of our employees and realised we cannot log into our client zone. Logged a ticket and no one contacted us, we had to contact them again after 7 days, now they have told us our account is logged and we must send a mail to *** . Why would you not contact us if there is an issue?? very disappointed. Second time this year that we have had issues with them!