Really DISAPPOINTED!!!

I recently took up a fibre line with SADV and I chose them solely for the reason of the service I got from them even before I was their client and my ISP at the time was really giving me hassles, however now I am not getting any service/assistance from them at all which really makes me wonder what happened, its barely been a month and this happens. I've calling and emailing their accounts dept for over 2 weeks now because I had an amount due and wanted to know if they will be debiting me or should I make a manual payment and as mentioned my query fell on deaf ears so I went ahead and made a manual payment, again at the end of July I reached out to them as there was an amount due trying to find out if they will debit or should I make a manual payment as the payment due was the 1st of Aug again no response and yesterday I went ahead and made a manual payment again which is okay because that is what I was owing however my issue why give us a customer care line to call or email address for queries if our queries NEVER get addressed, I am really disappointed in how my query was handled by SADV I really thought we would never have to address or deal with such issues of service. All I am asking is for someone to tell/advise me if I will be debited going forward or do I have to make manual payments that is all, I mean we really can't be going to Hello Peter for such petty queries that could be addressed on a phone call as a 1st call resolution, I can only imagine what will happen if I have serious issues like connectivity, I'll probably need to wait 3 months before someone bothers to even look at my query. SO DISAPPOINTED!!!