I just want assistance with my funeral cover!!!! Why is it so hard?????

Called the absa life call centre twice, the most frustrating experience ever, took me over 10 minutes to get through to a consultant, I had to follow voice prompts and listen to a robot speak aimlessly, having to insert policy numbers, id numbers, verification codes sent to a cellphone which is not working, why is it so difficult to speak to a consultant? Finally got through and spoke to a Thuli who pretended she cannot hear me yet I heard her perfectly well. All I want is a force debit to be done on my funeral policy ***, call me on ***. The most simplest request turned into an insurmountable amount of work and frustration!!!! Get your act together!!!!