Worst customer service cost me lost revenue

I have been having trouble logging into my Altcoin Trader account for 4 days and have been informed that the company is not answering any calls during the lock down period (seems strange that the rest of the country moved to virtual offices that could offer customer support from home.) . I have written them various emails and they keep sending me the same reply to the first email that I sent without taking any of my subsequent information into account and with information that I do not want or need. What is more frustrating is that the Bitcoins I was trying to buy went up by R9 500 from the time I tried to log into the account and my sense of urgency was not heeded at all. I am not sure if there is an automatic response bot or whether real people are taking care of customer service.