Can't come up with a simple solution

Called Telkoms' customer service number as shown on the website, couldn't select an option as none was applicable (what a maze!), got through after 20minutes on hold to what the call agent described was the wrong department. Asked him to put me through or get someone from the correct department to phone. His response was that he couldn't help me I needed to phone back and be on hold as long as it takes to get to the correct department. Upon asking whether they are not one company he said no. So after me further questioning him on how there could be no way to assist, he finally said I'll get someone to call you back. Which of course didn't happen. The call agents name: Sithelele Thala, supervisor Sihlemlambo. Really guys really? Such a simple solution to keep a customer happy. 'The system says no' attitude is beyond frustrating.