No feedback on lost website and Database.

Afrihost website down for more than a day now. Logged it via support on client portal. Get no feedback if I do not ask. Been 27 hours since call logged and no response and no resolution. Whattsapp responds with 48 hours eta and then closes the message so I cannot respond to it. Live chat just never connects. Phone calls mean nothing as a new agent gives you the run around each time and says website restore fails and cannot say why. Escalated to 2nd line support. No reason as to why my website and database got wiped out and why they cannot restore it. I am loosing money by the hour and get NO feedback or resolution. Is this your service? Give me feedback please.