Annoying Website Feature

I was billed twice in February, I try to contact Mweb through their "let's chart'' feature on the website. You wait for an agent for a whole half an hour to attend to you and for some reason if you move away from your PC for a split seconds when the agent finally logs in they quickly close your query without attending to it because you were ''too busy''. I mean I typed everything I needed assistance with why can't you just address my question before rushing to wherever it is you are going. I've been a loyal customer for several years and this feature is annoying, just go back to normal query submissions, nobody has half an our to wait for an agent that can't even assist.