Law on call

We have been paying for the law on call plan, but we can never make use of this benefit. Whenever you try and call from your personal line you get thru until you select an option the line just goes dead, and this has been happening on more than once occasion. Go into the branch to call and you get thru, firstly one doesn't have the time to go into branch just to make a call that should be convenient and available when need be. why are we even paying for a plan that we cannot make use of.