Talking isn't necessarily easier and less time consuming than typing even if you have to search for each individual key. With any phone support system there will always be times that holding is necessary unless the company is seriously overspending on support or is so small they have very few customers. Additionally it would likely include some sort of machine answering at first to save money and to adequately filter calls (many customers will likely be able to help themselves using the automated system and if not they will not want to be transferred once they do get a live rep so ideally it should help get them to someone that can).
I'm sorry to hear about your experience. It sounds like there was definitely a lack of customer service. However I do not agree with you that Scratch Wireless should pursue phone support. I have personally found their customer service to be excellent and expedient when using the ticket system. They do offer outbound calls when warranted. Of course they need to be scheduled, but they will also spend an adequate amount of time needed to make sure your issue is resolved and offer follow up if needed. How often have you called support for another service having to wait on hold and get transferred multiple times only to get disconnected and having to call back and start over. Or having to call back several times over multiple days to reach an agent that could actually resolve your issue? How many times have you just given up trying to do so?
If Scratch Wireless were to add live phone support it would either be expensive (and those costs would likely be passed on to all customers, even those that don't use it- I would be slightly more okay with a pay to use type phone support, but I kind of think that's a terrible idea too) or it would be poorly implemented and divert resources away from improving the current system (which in my opinion already is excellent and has far exceeded my expectations).
You typed up quite a bit to share your frustrations here, but if typing really is a concern for you, your phone actually comes with an excellent built in speech-to-text feature. You should probably check it out.