Not a happy camper

I've been trying to get a hold of MTN for the past week and a half, how can one wait on the line for 30min and the get cut off the line without an operator answering? I'm working in the customer care industry myself and im appalled by what's going on there. The services I'm receiving has significantly dropped since I joined the network company 7years ago. I'm trying to have my CLI sorted out as I cannot privatize my calls.