Mweb - An endless cycle of "holding"

I don't know where MWeb fell off the bandwagon, but here we are. My debit order bounced because my salary was late, that is on me. I received an email stating I needed to pay to avoid interruptions to my service, perfectly fine. I followed the steps, paid my account, all good. In the afternoon I received an email stating that my debit order will be resubmitted, strange, considering they requested I pay. Queue me on the line, holding for well over an hour to speak to a representative, only to be told I needed to wait for the debit order to clear in order for me to request a refund. The order cleared, queue me holding for another hour on the line to speak to a representative, only for the call to drop and the process to be repeated. The voice prompts tells me to try the live chat function and I have yet to be connected to someone who can assist me. When did Mweb become Telkom 2.0?