A call centre without access to a consultant!!!

Dear Telkom, can you explain what exactly is the purpose of having a call centre if your customers can only use self service and can not access a consultant. I bought a voucher but could not upload as I am continually told that the number is wrong (when in fact I am entering the number correctly), however there is no option to speak to a human being at your call centre..... time to switch to a service provider who has human beings to service customers rather than a self help facility that is useless.