Non existent CUSTOMER service

I have no issues with the technical side of my WIFI as its running smooth, but any queries I have I have to use a bot. I have been with Webafrica for 12months but now that i have a query I have to log it via a whats App line which times out and then i have to start from over. I have tried to log the same query for the past month and no incident is logged and no follow ups from Webafrica ....looks like ill be changing my ISP soon as I am unable to get hold of my ISP when i need them the most - Bad CUSTOMER service :-(