Why is it so hard to get a hold of someone?

I have had an unresolved billing issue for 2 months now. I have spent about 8 hours on the phone now trying to get this resolved. I have been given many different answers by many different reps. Now, I am trying escalate to someone that actually knows what they are doing/saying, and it's been impossible to have this issue escalated. Every time I ask for escalation, I end up waiting on hold for 30+ minutes until I have to give up. 

Would someone, that can actually do something, help me?

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