What is the point of the MWEB App?

Logged a fault on the MWEB APP on Monday as their Twitter team said that we must do as we are overseas and my parents have no access. We then get a message stating that we must now call in, which we end up finding a way of doing on Thursday. We then get told that it will take 3-6 working days to sort out which day will mean that it will only be sorted out in the new year after the Christmas holidays. The fault itself affected the entire complex but everyone else was sorted out other than us because we didn’t call through to log the fault. It’s been such a frustrating experience. We then see our statement and there is an increase in pricing which we were not told about, we call in and ask for feedback on this only to be told to log this query on the APP… What is the point of the app if you are going to give us the run around. We are definitely moving service providers. MWEB’s service has just been the most frustrating!