Why would you just go and change my password ?

Our internet connection just stopped working this afternoon. When my daughter called the helpline, she had to hold on for ages and was then told that the password was changed yesterday and a new one sent to me via SMS. I never got any such SMS. The agent said he would resend the password... an hour later, still nothing. And now the wait time on the Afrihost helpline is more than 20 minutes. For what ? Why did they just go and reset my password without letting me know ? If they really had to, why not also email it to me ? This is terrible. I'm very disappointed. I've been telling everyone how much better life is with Afrihost, so I'm embarrassed in front of my friends now for recommending a company that goes and does stuff like this to their clients.