Avoid speaking to Rethabile M!!!

Avoid speaking to Rethabile M!!! The quality of their support staff has DRASTICALLY decreased. I've been with Afrihost for years now, we recently moved and I had to get an additional line installed. The router provided is faulty and so I ordered a new one over the weekend and paid for express delivery, I even went onto chat and made it very clear that I need the new router ASAP. It is now Thursday and I am being told by support that the router has not even been dispatched yet because payment has not gone through. NOBODY notified me that the payment has not cleared yet, and on top of that, there is absolutely NO reason for it NOT to clear, my banking details has been on their system for ages and I've had no problems whatsoever. I am extremely annoyed and frustrated, but to add the cherry on top, Rethabile M is refusing to help me find a solution to my problem. They keep repeating the same copy and paste message saying that the router has not been dispatched because payment has not cleared... I asked to speak to a manager, she refused, I asked to speak to another support person, she refused. I explicitly type CLOSE in the chat to signal that I want it to end, but she refused to let my chat go and kept me online without helping me and basically blocking me from speaking to a new person and actually getting some help. Childish and unacceptable behavior from Rethabile M and a very bad reflection on Afrihost. Let's hope I get my router one day...