Customer Service - RMS -Why bother when i was not assisted

Good day

I called multichoice to enquire on my account, i had to give my id number several times and then the system was not accessing my account which ended up that my call disconnected. In an Inbound Contact center we dont need consultants that is not attentive as we are working during these intervals and effecient service is the Ask.I ended up not being assisted and I was told that someone will call me back but never did..