MWEB retention department does not answer telephones

I tried calling MWEB 6 times and on each occasion, I had to insert either my ID number or telephone number and then they send an OTP to insert. After doing all this when I finally get to speak to someone, just after I explain my issue, the phone disconnects. I know they don't want to negotiate better rates and hence the consultants disconnect after I explain my situation. The 7th person promised to connect me to their retention department. I waited over 20minutes like a fool only to be disconnected again. After explaining to my colleagues in the office, they laughed at me and explain that's how MWEB operates. They do it to all their customers. I have been with MWEB for a very long time, and I want stay, but if I can't get hold of them when I have billing reduction request, I might as well find a more expansive service provider that will answer when I need them.