No service

Friday I made a request for call back for help efiling and the system said I would be called back in 10 minutes, that didn't happen. After hours of waiting I called and was on hold for 1 hour and still no response. Today I made another request for a call back and the system said I would be called in 7 minutes. I waited the whole day no call again!!! Why do you people put systems In place if you are not going to utilise them and don't even answer the phone when we call???