Extremely poor service between Afrihost and Octotel

Very dissapointing service betewwn Afrihost and Octotel. Discovered that 2 call centre agents logged my call incorrectly twice. I work from home and had no internet. When I finally received a ticket or reference number and I call Octotel. The voice message says our hours are 8 to 5p.m. The recording thank me.for my call and ends the call. It is only 4.30p.m. Help me understand this please. I now have a 24to 48 hour turn around. Poor service. First time I needed help after paying my premiums regularly.