You cannot expect tax payers and practioners to wait in call centre queues

Call centre queues are 173 people in queue and wait times of 32 minutes before you reach a live agent, who then refuses to share an email address to log information, as they are not allowed to divulge email addresses - only a call centre. All service today is omni channel, but refuses email queries. Requested call back, no call back after 24 hours- there is no service!