Why does it take so long to get any questions or issues resolved when calling member services?

I became a member of BCBS in November, and because of how narrow filters and unhelpful the online customer service person or AI, I have to call.. Every time I call customer service, 90% of the time the person barely speaks english, they put you on hold for 5-20 minutes each time you ask a question, or need clarification. Each time I call the call ends up taking 45 minutes to an hour, or more. That doesn't account for 30% of the time they hang up on you.. It is horribly frustrating experience every time I call. The customer service representatives talk like they really don't care, or have no idea what they are doing. 

It is understandable there would be delays, and things take time, but the amount of time and frustration is unacceptable. If this company is too big to provide decent care, then maybe this company needs to be broke up, into smaller companies who can take care of their customers.. I will be posting what I have gone through on all my social media platforms I have an account on.. Since I am absolutely not the only customer who have had issues with BCBS, I am sure there are others who will share my posts.. Be better.. Do better.