EMM Call Centre Contact numbers just a smokescreen!

Why do you have Telephone numbers and Call Centre Numbers when you just drop calls! Your service sucks big time. I sent an email, no response. I called 5 times and each time I chose an option but the next available agent is never available and no-one will pick up the call having waited 5 minutes on the line. What are these lines ***and ********** /20 for? Nice to have and complete a website with information that is of no use. We as customers cannot always take time off work to personally come there to do submissions please.