Worst customer service!

I had and issue with my router and had to reset it, all I require is the broadband password, I called Home connect to request this and I was told I would receive an email with the details within an hour, its already over 24 hours! I guess I was lucky to get to speak with that one agent because I have been calling and all that's happened is my airtime finishing over and over again still waiting for assistance. I've sent emails, tried the whatsapp line and still no luck, does getting a password have to be so difficult and costly?! When you want to apply for their services they make sure they get hold of you but once you're a customer and start paying they have no time for you. This has to be the worst customer service ever! 😡