Unwillingness to resolve issue

We purchased a WiFi router from this company, ever since then its been hell, a company with one method of payment, and if for some reason they don't pull by Direct debit and you call up to make alternative payment arrangements is basically pay by direct debit or we cut your service! Sorry. So I put a complaint on there site letting them know whats been happening, this company would rather chat to me over Facebook then have a manager call my wife to resolve as she's the account holder. Instead I get told MY WIFE NEEDS TO CALL THEM!!why must we call to fix a **** up on afrihost side??? Why cant a manager just call back and this can get verbally resolved???? Isn't that the beat way??? Instead I get told the person I'm dealing with (never provided a name) can't make "personal calls" and my wife needs to call in or text help for someone to call her and have yo repeat the entire complaint to a completely new person!! Very inconvenient and very unprofessional. Anyway I still don't have a resolution, they just keep sending email templates on a quick fix, no real desire to resolve the complaint even though the template says "we really want to resolve this". Now afrihost a word of advise as I'm in customer service myself, the best way to resolve a complaint is to call your customer as that is the best way to resolve, and don't let your customer do the chasing, your customer service is there to remove obstacles not add new ones, anyway appauling customer service from afrihost..