Customer service

The overall experience of payjustnow with regards to signing up, app navigation and using in respective stores is immaculate. The issue is when you contact customer service via the chatbot the SLA is 20 minutes which is a lie ,I have spend more than 20 minutes waiting on their responds mind you am at the store trying to make a purchase. Reaching out to them to assist it takes forever and bear in mind am using my own data and time only for them to say "Thanks for reaching out today. It looks like we were not able to attend to your query in time possibly due to high support volumes. Please try again" I mean payjustnow has been around for 5-6 years. Cant they just appoint service personnel to undertake the high support volume. I mean this perfunctory piece of work.