Poor Support & Technical Assistance

We are trying to find a support person to assist. After holding for an unacceptably long time a consultant called Lionel assisted. He would not commit to calling back even on a 2 hour delay. Our IT support looked at the problem and we called back. This time the wait was even longer. An assistant called Brown assisted but refused to speak loader so we could hear her. Both the technician and myself were unable to make out what she was saying. The millions of 'adverts' while you wait are clear - not the support staff. The workstation can access and use ALL internet / network connections in programmes outside of Pastel and is ONLY experiencing a problem connecting via Pastel.