Webafrica. What happend to customer service? Is this yet another ****.

My wife orderd a wi-fi router contract via internet order on there website almost 3 weeks ago. Got the contract that suites her and payed for it. After a week she finally got hold of a consultant requesting Fica documents, which she could send via whatsapp. Up until now it has been a struggle to get hold of a consultant again to follow up on the order. Nothing received. No feedback. There whattsapp link is not very user friendly and it's very frustrating to keep waiting for someone to reply. Is this yet another ****. Is she going to lose the money paid to Webafrica? What happend to customer service?