Not putting the customer at the centre

Should you pay to be given quicker customer service? This week I ran beyond my credit limit on my post pay mobile phone bill. EE (my provider) texted me to warn this was likely. Then it happened, and I received a text telling me I had to call 150 to pay off the bill (the result of long phone calls and data usage I made in the previous fortnight from Brazil and South Africa). So I called. Usual phone tree to navigate. When I got to the point I needed to I was told (by the automated system) - " we are currently experiencing high call volumes. Would you like to pay to go to the front of the queue?" (the exact wording may have been different, but the message was the same). I declined feeling pretty bemused that anyone had thought of this. And guess what - I got through anyway in less than 30 seconds. I never found out how much EE charge for this, but it is the principle that matters.

Either it should be democratic (and being British I believe happily in polite queuing) OR they could have checked how much money I have spent with EE (and previously Orange) over the last twenty or so years (I estimate 20,000 sterling +) and just quietly thought "hmm loyal customer, let's get to him quickly)". But to be asked to pay for a privilege that turned out to be almost non-existent - that's just poor thinking.

Incidentally when I did get through I was asked (as a security question) where I got my contract - phone, shop or on-line? I said I could not remember back 20 years...but anyway, what sort of security question has only three possible answers? Turns out the rep meant my most recent contract upgrade - but I cannot remember even that from just two years ago..:(