Client annoyed by waiting endlessly

Good day, I am not happy with the rate at which calls are answered. I understand that it does sometimes get busy, but I was on hold for 10 minutes the first time around, when I eventually got through I was told, I was low on airtime and the lady told me that she can't call me back because they are an inbound call centre, no initiative on getting my contact details to get someone from outbound to try and give me a call, I then called again and I was in hold for 12 more minutes, I spoke to someone who put me on hold, we finally got clarity on the question I answered, overall I spent over R 40 just being on hold and told my monies have not been invested.

Now imagine a poor granny who can't afford to spend so much money on airtime, does that mean that her inquiry will fall into a black hole until she finds the funds to call again? Do better Alexander Forbes.