Poor Shocking Service

I am unable to make calls to toll free numbers, this includes ADT, Insurance and emergency numbers. After serveral pain staking calls- the consultant insist that Im on pay as you go and air time purchased doesnt allow for special numbers, Ive been a contract customer for 16 years - its the last 2 weeks that I cannot make calls. The consultants keep dropping the calls, transferring me, telling me that they are getting their managers- but nothing- Its shocking - Absolutely disgraceful to be a customer for 16 years, then get told nonsense,