Rain and Terrible Communication.

I don't understand why it's so hard to communicate with rain when it comes to queries. Like not only does a person wait on hold for like 10 minutes before you're even helped. Some of the Agent's are not much help and then it almost always ends up with the phone dying because of airtime.. How much airtime does one have to buy to resolve an issue for a service we PAY for??... Already spent like R40 airtime trying to resolve a simple issue as checking the tower which we are connected to during 2 calls that ended up dying and no one calls back. It's really discouraging...