Useless piece of software

The website and software looks promising, so we took their premium service for 8+ WordPress websites. Even though we keep our sites up-to-date regularly both WP version wise as well as with the plugins installed, recently some of our websites were hacked, a trojan horse was installed and core files were regularly modified on another WP website. Whatever we try, Wordfence could not prevent this from happening. Asking Wordfence for help on their support system as premium paying customer is unanswered for now close to a week. We understand it is Christmas period, but we can’t take a company serious that just is offline and not answering their paying customers that need help for 5-6 days in a row. No note, no response. Nada! ??? Useless piece of software. We switched over to something else. Waste of your money.