Unable to speak to a service consultant

When I phone the mtn prepaid call centre it is very hard and in some cases impossible to speak to an actual person. They claim to have an option in the main menu, option 0, where you can choose to speak to a service champion but that option isn't always available. In fact, through my dealings with mtn today, where I need support on a matter not covered by the self help menu, the option to speak to a service champion was left out and unavailable 19 out of 20 times, even if I let the menu reply several times. I have tried to speak to a service champion by going through all the other menus without any luck. When I confronted them on this they claimed that that option 0 is always available.