MWEB will not assist with my move request.

I have been trying to sort out my fibre move for days now. MWeb's Twitter account advised me that they do not service via email, however, when I called the call centre (and got through to someone after waiting for what felt like forever at my own cost), I was advised to send an email. I have since received one (email(how ironic))response, to which I have in turn answered but it has been quiet since then. This is immensely frustrating as no turnaround times were communicated to me and I was not made aware to which email I should send my responses. I am basically sending emails and images into an abyss with no assistance whatsoever from MWEB. I must then waste an hour each day on the phone(at my cost) to speak to a human, who only tells me that the moving department will be in contact with me within 24 to 48 hours. Absolutely terrible!!!