MWEB e-mails held back

I logged a query with MWEB some time ago which reads: “I don’t receive all my e-mails. I have to log in regularly on you Mweb server site to rescue important e-mails from your Junk and Trash folders and forward them to myself. Please send me ALL my e-mails, I will decide myself what is Junk and then trash it. Regard, Charlie Els”. The ref No: MWB***7 was allocated to my query but I received no reply and the problem persists. It seems as if switching to another service provider like G-mail is the only solution but my Mweb address is so widely known that it would be undesirable to change.