Poor....no service

I have called Walter with an enquiry. ( I am a client of MTN for over 15 years). He said tgey were iff line and will call me back in a while. After 2 hours I called back. Walter said he was busy with a client and will call back when done. He never called. This morning I drove there and passed the shop twice with no clients inside. The 3rd time I went in and was told that Walter just stepped out for a few minutes. I wrote my name and number down but he did not call. After about 4 hours I called again and was told he is busy with a client but will call me back. The guy said he did gave Walter my message to call.

Is this the service we must be satisfied with?