Call centre not answering.

The call centre does not seem to be functioning. After waiting for 20 minutes I have given up, and now have to go to a branch to resolve the query. I know from last week I can expect a que outside the branch. Again some excuse about high call volume repeated over and over, but reality is calls go unanswered. No option to leave a call back... Cell phone costs per minute.... All because of some simple query.