*********** resolve to queries

Since application for relocation of fibre line to new address in March 2021 up until now, I've been having endless issues with trying to make Afrihost staff understand what it is I want to do. I don't know if it is my English, my grammar, my writing style, my instructions or whatever, but has it been a frustratingly annoying experience with Afrihost over the past 6+ months. Different agents dealing with same request and everytime you have to give same information and request same action to be taken. During a WhatsApp conversation with an agent couple of weeks back to resolve a query, it emerged that the agent was assisting more than one customer at the same time, as confirmed by her because of my long wait to answers!!! And I sent a mail to Afrihost regarding this, was this even addressed? Of course not, all they're interested in is that I owe them for an additional month because I did not complete the grace period of 6 months before cancelling contract, even though I've been a loyal customer since 2018!!! Please teach me how to speak to your staff because I am clearly doing a very poor job of it myself.