ON HOLD WITH NO FEEDBACK!!! WAISTING MY MINUTES!

Why do you put someone on hold for 10 plus minutes without coming back on the line once just to inform me of what the hell you are doing? If I put the phone down you wont phone me back even though I confirmed all my details now you waist 20 plus minutes of my airtime and this is the second time I have to follow up on a claim you confirmed in a letter will be paid from my High Risk benefits? My previous call to Best Med also took about 20 minutes. I WANT THE NAME OF THE CONSULTANT AND A CALL TO APOLOGIZE!!!