Little feedback and poor service

Why is it every time I call the helpline, I need to wait for about 30-40 minutes for assistance and constantly hear: "we are experiencing high call volumes". Surely you cannot have high call volumes every day. Sometimes, the line just drops after 45 minutes of holding. The "call back" option on the website is not helpful, as I am still waiting for someone to call me back from last week. When you do reach someone on the other side, the promise they will send you the required details and then nothing happens. This is ridiculous. Can Samson Molokane or his manager please call me back regarding my 17/092071 claim.