No respond from extension department

I have trying to call SA taxi to speak to a consultant regarding extension of my contract due to the areas that was accumulated during the pandemic, i stay on theline for an hour without assistance if i select customer service they just put me on hold i spoke to another lady and said my account is with Thabo and gave them my number to give today even today am still waiting for the call to make arrangements. Poor service. Can someone call me cause if am calling you your machine keeps saying i am number on the line but no one to answer me