Afrihost Used to Be Fast

Hi, Just wanted to complain about the fact that the service at afrihost has DRASTICALLY worsened. Before, after sending a help sms, i would get a call within 15-30 minutes. Yesterday when I sent the sms I received a call after a few hours. And this has happened 2 or 3 times in the past 6 months. The livechat feature should actually be an email feature - that's how slow it's become. I am a prospective new client, and after emailing afrihost, did not receive a call until around 5 days or so later. I was called at a very inconvenient time close to 5pm and requested that they call back the next day. Until today, I haven't received a call. What is happening Afrihost? Under-staffed?