Stanlib - Shocking Customer Service

I have been trying to register an online profile with Stanlib and the service is shocking, unbelievable almost.

On Friday 16 October I attempted to register my online profile to access my investment. Received a message that I would receive email confirmation within 24 hours. That didn't happen (they do have my email address btw... happy to send me marketing info). I then completed an online support form on Sunday 18 October following up with my query on the registration. Received an automatic "request received" reply but no actual follow up from them. Phoned their (very much hidden behind many pages) contact telephone number on Monday 19 October and sat on the phone for 10 minutes. No one picked up. Phoned again Tuesday 20 October and this time sat on the phone for over 20 minutes. No one picked up.

Oviously, as part of the registration process, I need to change my telephone number with them to go through the OTP verification. But how, since they respond to nothing... and yet my money is locked up in their accounts, which they are clearly very happy about.

I expect an actual response with an actual solution today otherwise I will be removing my investment and giving it to someone else who actually cares about its clients. Furthermore, is Stanlilb going to refund me for sitting on the phone for 30 minutes, being charged cell phone rates?