Utter lack of service

Twice my husband has contacted CoJ via email to have my name added to the statements to facilitate FICA requirements, specifically as he has a progressive, degenerative disease and wanted this sorted out before reaching the stage where he is no longer able to read or write. Not even an acknowledgement of the emails. Phoned Joburg connect, held on for 32 minutes when one Kgomotso answered only for the line to go dead! In what world is this remotely resembling service?