Mweb is so TARDY and unhelpful!

I have just moved houses and sent an email to *** about 2 weeks ago, upon following up last week, I was told I should have received feedback a day after I sent my email, she asked me to resend it as I didn't get a ref number. I resent and got no reference number. On the 23/11 I finally got a ref number MWB***5 and the consultant I spoke to promised to escalate my request, I then called back on the 25/11 and spoke to Jandre Kapp call ref MWB***2, who again promised that a manager called Kevin from the moving department would get back to me that day and till today nothing! I am very disappointed with their tardy feedback and inefficient support - I and my husband work from home and because of their total lack of urgency we have now moved house with no internet - If I was at least told that they were going to be this pathetic, I would have used another provider! :(