What's the point of having this service?

I cannot believe how difficult it is to get hold of Mweb! I have been trying to get hold of them via the phone and via their chatbot for about four hours. When I go through to support, the person doesn't answer, but it says they joined the chat 15 minutes ago. You can't downgrade a product on their website. You can't get hold of them on the phone. You cant speak to anyone via the chatbot. How is one supposed to cancel a product if you cant get hold of anyone?