Problems at BCBSIL?

I've been trying to get help from BCBSIL customer support and keep getting transferred back. Every time I get a hold of someone, I get transferred to the same people I just spoke with. Finally, I was able to get a hold of someone who listened to my question and they said "okay". He put me on hold for a minute then it went silent. I asked "hello?" many times over but no response. After 20 minutes of silence, it goes to the customer survey. How do you expect customers to get any type of support when none of your employees know what to do? Is there a routing issue with your phones? Abhorrent customer support; nearly useless.