Paying for a service I cannot use

My Makro card was blocked. I phoned in. After 30 minutes got to a consultant who asked me to email ID and signatures to ***. A month later I phoned again, asking when it will be sorted. After 40 minutes of being bounced between agents who will transfer me to the correct team, I got disconnected. I called again, and EXACTLY the same story - every 5-10 someone answers who tried to put me through to the right department. Maybe I should stop paying, and let them phone me????