Webhosting support non existent!

Our IT Guy for our company has been waiting since the 22nd for support from Mweb regarding an email domain to be linked to company hosting our website. It is the 2nd of next month today. He got an notice on portal to say the query is closed? The owner had to call in to be told its because he did not email? Please tell me where on your website or on the platform does it give an email after receiving requests for things to be sent via text on the portal? *** We need an answer and this sorted ASAP. This is pathetic service from MWEB.