Call center in need of help

So I went to pay my account on Friday and the payment went through on Sunday when Wanted to make a purchase My card declines. I call the call center at 11:12 01 July 2018 stay on hold for 20 min and no one answers me. I try again at 11:40 hold for another 21 min and no one answers. My last try was 12:28 hold on for 4 min and no answer. I wasted my airtime which will never be refunded I even could not purchase what I wanted to buy as the card keeps declining. I called today 11:50 call and within 5 min I get a response that the system is offline and Sean/Shaun the guys names takes my number to call me back. Which I am still waiting for the call to happen. What is going on with my account? Why could I not make a purchase?