The live chat agents aren't reliable

I've tried to setup a payment arrangement twice through live chat. Both times my service got suspended because they never put it through. Then I'm left with a fee or no service. Also it's incrediblely difficult to talk to anyone virtually or not. Unless service is disconnected and conveniently an agent is available. The service techs that come out are always shocked at how long it takes to speak with a human. They've let me use they're own line just to get through a few times. It's ridiculous and now I'm thinking of leaving because I'm tired of paying fees when I'm doing what in supposed to as a customer. I don't understand.