Have to call the 'help desk' several times in conn...

Have to call the 'help desk' several times in connection with customers.
The help desk at KPN always has an answer, but never a solution, unfortunately. The waiting times are not exactly nice either. For example, one time you spend 20 minutes on the line for an employee who must then continue with the answer. And the other time you hang on the line for more than 1 hour. For the same answer!
I am also unhappy about their privacy service. I often call for someone else and nothing is asked and just such information is discussed. The only thing I have to do is search a zip code on Google, and then call KPN to ask questions about the company. I recently received a customer's bank account number, with nothing more than a zip code and my name!