No Customer Services when needed the most

I have been trying to get my business name updated and issued with new cards and banking confirmation but I’m being sent from one department to the next, holding on forever, only for the line to cut off. I have emailed the documentation and it’s way passed the turn around time already. I urgently need this details. Why can’t I get someone to assist me the 1st time around? Why must we always complain to get assistance for a service I am paying for at the end of the day.