****** Phone report should be simplified!

I just called 083135 to report a ****** phone. The option selection are infuriating! I was on the phone for exactly 4 mins 45 sec before getting to an agent who could assist. I reported the ****** phone, gave my details and alternative contact and the phone cut off while I'm hold. After entering my cellphone number 5 times and confirming this number a "million"!! times Worst experience with MTN ever! Who has the time to hold on for so long and then have the call dropped. And why is the agent not calling back even though she took an alternative number?