Poor support from servicedesk

I recently changed countries, but still needed access to my email. In the new country, when trying to set mail up on the laptop I had trouble authenticating to my mailbox. I sent a DM to their twitter account and to be fair whoever looks after the twitter feed did a great job and really tried to help out. I was happy with their service, they managed to get the password reset, but it still wasn't working so they recommended that I mail the help desk.

I did that and a day later got a reply claiming that I had migrated my account to IS and there was nothing they could do. This was not at all the case. I rep**** and explained that this is a very old account probably from when Afrihost used IS and that I had not migrated the account. Despite daily prods asking for updates, I have heard nothing back from them. It is also somewhat confusing how one team managed to change the password, but another responds saying nothing can be done.