Contact Centre is Unhelpful

I am trying to change my package and I am struggling with self service because I am speaking to a BOT the whole time and not a person. I decide to call the contact centre for assistance and find out which date I must select to start billing for the new package. She tells me the system is offline and she can't assist with details pertaining to our account. Further, she could not tell me with confidence if the premium is in advance or arrears. I think she said in advance but I don't trust her answer because at some point she said "this is confusing". When I asked for a call back when the systems are conveniently back online, she told me there are too many back to back calls so she cannot call me back.

Do you pick your consultants up off the street?