TERRIBLE SERVICE FROM SO CALLED CALL CENTRE

Does Game stores have Call centre agents in their Call centres?? I have spent more than 3 hours trying to get through to the Call centre and ***** Department. I received an sms informing me about suspicious activity on my account and to contact the ***** department, but cannot get through to them. If there was in fact ********** activity on my account, i would not be able to do anything about it. I have held on in total for over an hour, and that's not to mention the numerous calls to the Call Centre where the the phone just rings. On 2 occasions the call was eventually answered but no one spoke on the other end.