pay as you go call centre

I'm a contract customer with mtn. My son is a pay as you go customer at mtn. I'm dailing 173 multiple time, and pick the option to speak to an consultant. Just to be waiting to hear a British computer voice say push 0 to speak to an consultant. The consultant never picks up the phone, just after you click 0, the line is drop. You only have 3 calls to this call centre a month. Now I have to wait till next month to request a billing item for my son phone because its our fault there system is faulty and don't divert the call to an consultant but drop the call. Organizations should ensure if they have automated voice recordings that they test regular these system to ensure customer satisfaction. So I call 808, to ask them to help, just to wait for 10 min an a nother recording with out someone answering. Wondering if mtn can afford to employ enough resources to pick up a phone. Were is the time that a phone only rang 30 sec and was pick up... Now poor service is a regular standard from organizations. Wonder if my queries will ever be resolved