MWEB FRUSTRATIONS

I have been a loyal customer of MWeb for more than 10 years or so. I upgraded my ADSL line to fibre a day or two ago. Now MWeb cuts off my internet because the increased charges for the fibre line have not been paid. This is ridiculous because all charges are paid directly off my bank account. I have today been trying for about 3 hours to speak with someone on the billing dept. at MWeb. No one answers the phone. Is this how MWeb treats all its customers!?!