Awful servive by BA Executive Club

The service is simply awful! The tel numbers under hotel bookings , booked with avios, cannot assist with changes to bookings or refunds. Why are they there!? One can easily spend over an hour on hold once one gets the correct number, which is a bit of a wild goose chase. Of course the number is not dial free, so it is costly to be on hold. Then once one gets through, one is told that feedback will be provided after they speak to the hotel, which does not happen. When you call to follow up, you have to spend another hour on hold.