A short lesson from a customer who has payed money to be part of your group and thus should enjoy the benefits he is entitled to:
“Make your benefits count”
If people join your association or group or whatever because of he sees that your system can help to solve his problems or achieve his goals, make your process work.
Making it work isn’t redirecting your customer’s call through 3 or so people, and after that the last person telling him to call to someone else outside your system. That’s not what your customer payed for and that’s just screwing the customer.
A customer who gets this kind of treatment will eventually [if he or she is smart];
a) Feel your group has taken himself and his money for granted and given nothing in return and,
b) will eventually leave this kind of group as soon as he can.