You can't get a simple service request

Yesterday 06 April I called the Business Division in Johannesburg (after many reroutes) to ask for a new mail on my domain. When I called them, they told me I have to write an e-mail to [Email Removed] on a company letter head. Which I did. I then got a reply from IS to say it was received and an agent would contact me. Today I got a mail from an agent who said he will handle my account, and that I should go to a link to register on the portal and ask for services there as it's quicker. So I did. I had issues with the password but managed to reset. When I got onto the portal it showed no active services so I couldn't do anything - I wrote back to the agent to tell him of the trouble. He rep**** to say he had RESET my password. I tried with the new password - EVEN THOUGH THAT WASN'T the ISSUE, and it was no different. The portal didn't work. I wrote back - he said sorry he can't help, and I can't use the portal, I must mail BCS again. I told him I HAD done this... all I want is a new mail on my existing domain. This should be easy. But NOT. Can anyone tell me other than what I have already done, how to get a new mail on my existing domain???