Please consider our calls

Last week l have tried porting my Melon number to my current cell number. That was not successful. Today l have decided to call Melon mobile. I was disappointed when Lauren could not to speak to me whilst l was on the phone with another agent trying to get help. l was told that Melon uses a chat to connect to clients. I hope that one can be allowed to speak to an agents because how an agent writes a message can be interpreted differently by the receiver of the message. I was taken from pillar to post, spoke to different agents one agent confirmed that she did not understand what l was saying. Secondly please understand that there are people who cannot be seen chatting on their mobile at work when one calls Melon mobile please consider that in future, tgta not all of us can chat. Thanks