Bad support service at MWeb

We have been a client of Mweb Hosting for 7 years and have found their services getting bad to worse year after year. Today we couldn't access the email creation/change option on cPanel and tried to use the live chat . the live chat was an Bot that wouldn't give correct options to choose from and we couldn't proceed further. We called the support line and could get to the first agent only after 58 Mins of holding the call. The agent simple transfers to another agent in hosting department , the second agent told us we couldn't do it online anymore and we have to speak to another agent for this and transferred to us to another agent. The third agent after all verification told us we have to fill in a form to do this. We spent 1 hour 15 mins , three agents just to be told that we have to fill in a form. This is a new low for customer service at MWeb in our experience. We do hope this form is sent to us and actually does the change and we do not have to go through the harrowing experience of calling the support number again. we would not recommend them to anyone in current levels of support. thanks Rajeev