unprofessional service

I'm so frustrated by the non existence customer service of on air tv billing department. I've been struggling to get hold of the billing department as I have sent them proof of my last payments and requested a confirmation settlement letter.No response as of yet and I cant believe they make us hold for more than an hour. Very poor customer service. What Is it that one needs to do to get help. With such service I wouldn't recommend anyone to sign up with on air. Very disappointed.