Difficult to contact and call centre staff not professional

It's difficult to get in touch with a knowledgeable person when there is an issue. Mostly have to hang on the phone quite long. You're asked to key in a pin that is sent by sms. I have never had an sms with pin landing in my inbox whenever Ive used the service. On this last occasion the person on the other end could not answer my question and could not direct me to anyone who could answer my question. Most unsatisfactory.