Support Refused.!!!! :-(

So i logged a support call on their client portal. No reply from them in a week. I try phoning they hang up after i have been hanging on for 30 minutes. Then they eventually answer my whatsapp support request and i speak to a support person. I get told that due to their policy, They refuse to help me because i am not at home and cannot provide a screenshot. I mean......***. Any company that has a policy to refuse support should not be a support or a provider or services.. I have been in Technical support for 19 years and i have never refused to help anyone. For whatever reason.

This is what separates a good company with a terrible company. Refusal to assist customers is just not on. Seriously Afrihost. get your **** right. You can still log a support call without a screenshot and just ask the customer to provide it as soon as possible. But refusing to help them is complete and utter Bull.