Frustrating - enough to bring one to tears...

To get through by phone to MTN to speak to an MTN Business rep (just to log into our account to get our online billing resolved) took 1 hour. I wasn't even successful in getting through - I had to eventually hang up. The previous day I tried as well and there I waited 40 minutes. Tried emailing MTN and 7 days is what it took by email to attempt in resolving our issue. Now I am holding for MTN Retentions re another issue and the clock is ticking again with 25 minutes on the clock. Before getting through to Retentions I had to speak to a very unhelpful rep (I have her name) who would not put me through to Retentions because I did not have a puk number but had all other security question information and authority to speak on behalf of the account holder (not sure if I mentioned it / or whether I was asked re authority). I had to call MTN again in the hope of speaking to a different rep. Enough to bring one to tears - it is so very frustrating.