SAGE Pastel - Call centre

I needed telephonic assistance from Sage Pastel after the change of VAT to 15%. On Friday 11 May I phoned. I waited for 2 hours for their phone to be answered, I eventually put the phone down. On Monday 14th I phoned again and held on for an hour. Again on Wednesday 16th I held on for 50 minutes. I eventually asked a friend to help me with my problem, and within 5 minutes everything was sorted out. I have heard from others that it is almost impossible to get of them by telephone. We have to pay dearly for their support but cannot even speak to someone. I would like to charge them for the cost of my telephone calls and for the delay in my being able to work. If they are having such a LOAD OF WORK and HIGH CALL VOLUMES they should employ more assistants so that they can give the service that is being paid for.