Mweb bosses don't know what's happening in the business?

I wish the CEO would try and get an answer to a question once in a while and see the impossibility to speak to staff member let alone one who can explain why my voip hasn't worked since 2019 even though I pay every month. Mweb have made it beyond impossible to speak directly to anyone as their technology just doesn't work even when you follow the instructions at cell rates mind you. The buck stops with the boss, if the system or staff isn't working then its the boss who should be know this and fix it or is that the boss person is too busy to care about the customer?