Shallow Service Levels

As a previous serv hosting customer, I am really disappointed in the WebAfrica acquisition. WebAfrica is one of the worst service providers in SA, I am used to dealing with top notch quick response service from Serv hosting, with WebAfrica, they downgrade the hosting plans, then you wait 15 minutes and still no answer from support?... How the hell did I get trapped in this nightmare? I am urgently trying to facilitate a domain transfer and your support just don't answer their phones?. Serv Hosting had a 24/7 support team that never ever put users on hold... It's truly disappointing when a service is downgraded because of acquisitions.