Transparency and communication are valuable customer care principles

My Game card apparently has a security block and we had to suffer the humiliation in public without any notification from RCS or Game regarding the issue. I have tried to call and waited for 25 minutes before disconnecting my call due to the cost of waiting for a consultant to respond. At least add a message that indicates movement in the call queue like other companies, especially NOW during COVID19 as your automated message indicates. Please let me know your rationale for the security block and the lack of communication via email explaining this issue. Finally, can I get a confirmation that the security block has been lifted?