Mwebs Premier Business Phone holding Times!!!????

It Takes almost 3HRs before any business support Person answers. Since last week Friday 17/03/2015.Staff are helpful when you do get through no problem there. Phone message says 12hours turn around time.Huh?What service is this. All the ISPs respond 10/ 20minutes. This is the worst experience compared to the MWeb Home Adsl division who are on the ball. Even telkom fixes Adsl's in day logging the call via their web portal. Response is quick even through sms to notify if problem has been resolved.I sent email to [Email Removed] [Email Removed] and [URL Removed] no response over the last 48hrs.As I type this message I'm on my 4th day of trying to call and do port forwarding as the Modem was replaced Yesterday (Thank you Tier 2 ). On the phone now 1hr20mins .Big Brass in Mweb needs to make a business decision in doing a ticket system or Log calls on web portal where the calls can be tracked and progress can be monitored. Smaller isp's have this in place why can't large well known isp like Mweb have this facility. At this point I'm feeling like telling my customer rather change to another provider where its more manageable. This really wastes my time and customer loses money.