Appualing service

I have been on hold for more than 10 minutes on numerous occasions. I sent an email to them complaining and asking for assistance and they still haven't gotten back to me. I want to a store to get insurance for my phone and they also told me that I need to call. Someone answered the line today and said he cant help me and put me on hold again. what is a person to do to get service and insurance if your calls are never answered!