Why can you never get hold of MTN???

I need to send my phone in for repairs with MTN as i am insured through them. After filling in the online form it says you will be contacted within 48 hours. Im not sure how they count hours but its been a week. If you try call 808 it asks if you are calling about your number or another. It then cuts off every time. if you call *** it plays the stupidest MTN song continuously. The longest i was willing to wait was 15 minutes but im sure it never gets answered. If you call any of the stores, it rings and rings until it gets cut off. SO now why am i paying them for my insurance if i cant even get my phone fixed because i cant get hold of them? And why is this not the first time ive had issues with MTN to the point of having to put them on hellopeter. Just to let you know, after putting them on hellpoeter last time it took them a week to contact me back, after which i had already sorted it out myself. Lets just say Vodacom is going to be getting a new customer shortly. Once again, great customer service MTN.