Talking to a consultant over chatbot, that just doesn't get back to you

Payfast provides the opportunity online with chatbot which would be wonderful if: when you choose to speak to a consultant, you actually get to speak to a consultant until the problem is solved. They clearly also do not check if opened chats are solved and closed off. This way they can ensure all calls are closed off. There is no way to contact them besides chatbot which clearly doesnn't work. When raising a query, they may respond after an hour or more. I have clients to see, I cannot sit there and watch my phone for an hour or more until a consultant responds to me 1 to 6 hours later, or in my case not at all. Please add some human touch and logic to your customer service.