Bronto Email Service is Great as Long as You Don't Use it

I was really up on Bronto's email service. They have an awesome API and their deliverability rate is the best I have ever used. But, the way they treat customers is complete crap. I have had several little super small issues that I have called about and their support is like RTFM (read the fucking manual) more times than not. Lately as I have been migrating all of our mailing stuff over to them I have run into a major problem... I can't send email. Yesterday morning I needed to send out a email to many people... pretty urgently and I got this when I tried to purchase a upgrade: Well no biggie so I call the line and leave a message that its VERY important that I purchase more emails immediatly... 48 hours later... no response. This is not the first time this has happened with them. I went through this a couple weeks ago with them too. Why do you make it so hard for your customers to purchase things from you ? I have like one of the highest sender ratings on the system too.. I just don't get it. I have recommended Bronto to many of my friends... but I need to find a new email provider.