IVRS when calling 111 needs to be ammended

I called 111 today because I needed some assistance with missing airtime. Eventually I was assisted however I still have a hanging complaint. My problem is with the IVRS when dialing 111. Why has Vodacom opted to remove the option to be transfered to a consultant on the 1st menu option. Why must we go through so many options? Be dropped a couple of times? Listen to a couple of explaination why airtime might go missing without actually getting the help needed an then be dropped again? Why must we go via an option that is not related to our query in order to be transfered to a consultant? I had to choose one for a recharge voucher not loading when that was not my problem.

If you ask me. It is bad programming. It is frastrating. By the time the client gets through the call centre he or she is now irate. Were the client's needs considered at any point or during the testing phase? What is really the aim, to hope that the client finaly gives up to limit the calls comming through your call centre? Vodacom needs to go back to the drawing board and rethink this!