Pay As You Go

We have a 'pay as you go' cellphone from Rogers.  However, whenever we want to change something in the plan, we want to talk to someone but the phone system that Rogers uses has no option to talk to someone about 'pay as you go'.  So Barb has to phone about one of the girl's cellphones and enter their cellphone number to get through to someone to talk to but then she has to explain that she is really calling about a different number and they have to transfer the call.  She spends a long time on hold and finds it all very frustrating.