I'm going to stick up for the Sams here, as I've spent up to three hours on the phone to them sometimes (you have to ring back after an hour, but they'll try and give you the same person.)
I didn't expect anything other than listening, though, and took advice like "make yourself a cup of tea" literally as intended. My expectations weren't unreasonable as I've done some time on the phones myself, a long time ago.
I left because of not being allowed to intervene in a particular case (criminal confession.) I later found out this had been my particular supervisor's decision and Sams will break confidence in serious cases - like therapists.
In general, though, it's not really fair to expect a volunteer to take the responsibility of involving third parties in strangers' lives on the basis of a phone call. Being able to talk is good therapy, especially when the feeling of isolation makes everything so much more painful.
I am sorry that some PPs have felt let down by the service. It's a great pity the volunteers your spoke to couldn't help you get the courage to call for outside help when you needed it 