Good product, but unreachable service

We are customers of Webafrica for a substantial amount of years. We normally do not experience any problems with the internet, except that it is a bit slow sometimes. The people helping you after you had to battle a robot, are normally pleasant and know how to assist. My problem is that I do not have a number that I can phone to speak directly with an agent. When I signed up and phoned in, the people were very helpful an efficient. I used to brag about my service provider,,,but boy oh boy, when you do run into a problem and have to speak with a robot, it takes a very long time for the agent to come and attend your problem. I sat on the phone, on my phone data for about two and a half hour two days ago. This is my problem... there are either too little agents available or they help 10 customers at the same time. I eventually got hold of an gent to help, but there were 30 minute intervals between the messages between me and the agent. That agent luckily know how to handle my query, but today the same happened, long intervals between messages, but the agent was not on it. The feeling I got, was that this person had to consult with someone every time I asked or said something. It is frustrating that two days ago an agent sorted the same problem out very quickly after the long waiting period, but this time the person could not help me the same way that the previous one did. It became an issue and I screenshot exactly what I encountered on the website, but this person still asked me the same thing over and over. A matter that would have taken these agents ten minutes at the most, took them both longer than two hours on my mobile data. This is a huge problem to me and I would like somebody to look into this and the operations of the agents, to see if they could not streamline this a bit more. I, as a customer feel that I do not have contact with my service provider. I feel that, should I encounter a problem, there is nobody to take my case and resolve it within a reasonable time. I feel like cancelling my contract because of this. I feel that I am not on their case every day, but when I need them, they surely can help me even if it takes half an hour, I am prepared to wait. But two to two and a half hour is not on. I feel they should not compromise their good product with this type of service. I will not recommend them after my ordeal these last two days, even though I so bragged about them for the first couple of months before I encountered a problem.