No service!

I requested assistance with the Transaction Portal. My first call was early December last year and I was told that someone was going to call me back but it never happened. Then I call again on the 14 January 2016 and spoke to a consultant who made me wait for 5 minutes and when she comes back she asks one question and when I respond to it she also makes me hold for another 5 minutes and drops my call. <br> <br> How on earth would we deal with such people and what does a person need to do to get assistance when they need it???