Nobody seems to work there

As a paying customer it's unacceptable to have to hold for over 12 minutes and still not be able to speak to anyone. Do people actually work at the call centre? This is not something you expect from a private company. After trying to call twice, holding for more than 12 minutes, I decided to try their "live chat" option on their website. Nobody seems to work there either, because no-one is available. I have an urgent issue that I needed to address immediately, but it seems their customers are not important. Very disappointing lack of service!