Appalling call centre agents and service

Poor customer experience ,at difficult Financial Times ,you have to call many times before someone could answer your call or help you .I have been trying to contact the personal loans dept about my insurance query ,the consultants answer but the drop your Dall or have personal conversation going on .employ the right people to service clients that actually support your organisation.How many times do I need to call and waste my money on calls especially when I am unemployed and still trying to do the right thing .I need someone to call me urgently about the refund and payment process