hi I'm getting really annoyed, when i joined i was assisted with ease ,but now it's difficult to get assistance

hi I'm getting really annoyed, when i joined i was assisted with ease ,but now it's difficult to get assistance. WhatsApp line responses are 5 hours apart calls are 10 minutes long and it's holding and listening to marketing messages i sent an email also to customer care 7 hours agoi still haven't received a response this is horrible service. All this hardship I'm going through is because I'm trying get assistance from a service that I'm paying for. I REQUESTED A FOOTAGE ON THE 11th OF JULY FOR THE 10th TILL TODAY I HAVEN'T RECEIVED THE FOOTAGE. I REQUESTED A FOOTAGE AGAIN ON 17th OF JULY TILL TODAY I HAVEN'T RECEIVED THE FOOTAGE I CALLED TO COMPLAIN I'M PUT ON HOLD BY LERATO YOUR AGENT. MUST I REMIND YOU THAT I'M USING AIRTIME I'M AM VERY DISSATISFIED WITH CAR TRACK