Non-Existent Customer Service Department

Good day,

Why is it notoriously hard to get a hold of Experian? Emails go unanswered, calls are put on hold for 2 hours plus. I logged a dispute and was told that it was resolved in my favour however the dispute flag is still active on my profile. This is very frustrating to say the least.

I do not understand how such a crucial service can have such an inadequate customer service department. There have been numerous complaints on social media with regards to this very same thing.