Afrihost..what is the answer please,

1 question, numerous differing responses over a 1 week period...which one is correct? Long waiting periods to have either a call answered, a web chat responded to, or a ticket resolved....but which is the right answer? A product is advertised on their site and on the fibre provider's site, which are the identical product, have a significant price difference (R148). Apparently the cheaper option is not available to an existing user (?), but has been confirmed to another potentially new client as being available..what is the answer??