Impossible to get through to Customer Service Dept

I have spent over THREE HOURS on hold, over multiple calls today! Each time the call is simply dropped! The few consultants that I have been able to speak to have tried to put me through to the business support centre, but even they have admitted that the consultants are \full of long stories"! How is this possible? What does it say about an organisation when its own employees are so critical and skeptical of its services! Shocking! Frustrating! Unbelievable service! I have wasted my entire morning"