Fictitious call centre

The call centre seems to just be a call management system that queues callers and gives them updates on their position in the queue. You move ahead in the queue as people in front of you abandon their calls. I've got to be first in line twice after waiting for over an hour, then spent 25 and 32 minutes respectively being the first in line before the call was cut. Emails and queries submitted on their webform also go unanswered.