Different rules for customers and support staff

Webafrica seriously need to update their Whatsapp operating rules that their support staff follows.

They take 40 minutes to connect you to support staff (which I can understand on a Saturday morning) but then they only give you 15 min to setup a PPPoE connection on your PC (which in my case was off at the time) and take a screenshot of the slow connection. After this 15 min they simply close the Whatsapp chat without warning whatsover, blaming the customer not responding. Again, I understand that they need to close the connection after some time, but 15 min? And without any warning?

Then when you finally get reconnected, this time sending the screenshot immediately, they themselves take more than 20 min to respond?? This is seriously ironic...

I understand that you need to close a connection at some point but you need to understand that it may take time to get a screenshot. Also, you really need to warn the customer before closing the chat. I expect Webafrica to change these operating rules as soon as possible so that other customers will not experience the same unfair treatment.