Being put on hold or not not being transferred to the right dept.

COX is starting to really p-ss me off. Getting an "Internal error" message when trying to log into web mail,using Firefox. Called about this 2 weeks ago,and was given a temp password & it worked fine. for a day. Reset Firefox again this morning, and it worked fine just the tech support answered for 5 minutes. Called again & was transferred to "Complete Care". Didn't ask for it. HAD TO BE  sent back to the beginning instead of being transferred to Tier 2 support. WHY? This is a F'd up system. Waited on hold for Tier 1 for 20 minutes to answer, so I could be transferred to Tier2, where I'd probably be on hold there for another 10-20 minutes. Why can't callers be put into a Que and, called back when a support person is available?