Aweful waiting times on the online chat platform

I am a new customer and I have to say that I am very disappointed on the online chat customer service . I have used the chat platform multiple times and I have had to wait for more than 15 minutes each time just to be connected to an agent. The agents take 2-5 minutes to respond to chats, sometimes longer. There is an instance where I waited for quite a long time until I closed the chat.

I find this unacceptable. If it's a high traffic issue maybe it would be a great idea to invest on more staff to improve this. It's not acceptable really.