Shadoweb EB

Extremely bad experience!

I opened an account and configured everything for a server switch before going Live and it was working for around a month of tests before. Then on the Go Live day, I was going to change plans to a paid one in order to avoid being blocked by their limit. But to my surprise I saw that they forbid to upgrade accounts as it's considered a "new account" even though I did a month of tests. I sent an urgent request for it to just let me pay, but there was no reply after 2 hours even though it was super urgent. So I decided to urgently change to the competition, which worked fine.
Then by curiosity I came back a month after this incident and they only auto-replied to my email after 3 weeks saying they will come back to me, and it was still impossible to pay for the new plan.
How are they still in business if it's impossible to pay them?