No service or help

Why when you phone in you have to hold on for long... I am trying for the past two weeks to get someone to assist me regarding a situation of being boarded, but it`s like I am banging my head against a brick wall, the way I am on hold. You can`t even email them. Don`t even ask HR to assist cause they just as pathetic. The telephones at the offices are just for decoration, don`t tell me in the 20min+ that I am on hold no one can take my call!