PUT ON HOLD FOREVER

I made a call at 09:02 to the broker contact center and spoke to a lady regarding a termination. I asked her to change the date and she said it is withini TAT. I explained that i understand but tomorrow is the last day of cover if anything happens on sunday member is not on medical aid and also the query is with someone who could leave work for 'family crisis' and the query is not resolved and this will cause chaos. I asked her to speak to her TL to get someone just to do the termination it takes 3 minutes I know nexus. She put me on hold for 20 minutes plus and never came back to me. I am appalled to say the least that the Broker Consultant call center is behaving at such a manner. I know she is new in the department because I know everyone there. Does she not care about the call handling time?