Waiting too long on the phone to get help

I called twice and because you have to wait for so long to get assistance, my airtime ran out, and although they have my contact numbers and policy number, they did not get back to me. I wish they have the same energy they use when they are looking for clients. Now that I'm the one who needs them, I have to keep buying airtime, and hoping I get quick assistance so it doesn't run out.