How can your phone support employees be that incompetent and still be hired?

The number of people you have to talk to and the number of times you have to explain your issue is extraordinarily frustrating. I sign up for a time for a return call and then I am called outside of that time frame and told in a voicemail since I missed the call I will have to begin the process and my request from the beginning. The time frame for the call was offered to me and confirmed twice but I was still called outside of that time. Then I have to re-explain everything over again because apparently there is no communication on my account as to what the issue was. I was then connected with customer service as I wanted to file a complaint and the representative said "I can't hear you" and immediately hung up. This is not the first time this has happened either. This company needs to start caring about their customers more, monopoly or not. I am really questioning my sanity for having remained with the company this long. 

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