Why do you have a service and it doesn't work

What is the purpose of having a 24/7 Call centre if you hold on the line for 41 min and no one answer on the other side. And if you do get a person helping you, they tell you that it would take up to 7 days to draft a letter to confirm that your account is paid in full and that you have actually closed the account. I state the Telkom is justl like all the other state run businesses a useless bunch of money sucking people just sitting around and doing nothing. Telkom please prov me wrong.