When you call, you will be asked for the reason you are calling.
Stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.
The "she" you got there was the IVR system, a machine, @Rondeco - it does that at busy times.
Try again, around 08:15am UK time - it might take a couple of tries, but when you get on the live call queue, you will know - music plays for your enjoyment 😆
As for CS, yes, these automated systems rarely give a good impression - but the alternatives are worse: the on-line chat to an Advisor, or the "live with your problem" approach.