"Assure you of our best service" what a load of old crock." Disgusting customer service

British Airways, I held onto the line for over 25 minutes before I put it down. I tried again about 30 minutes later, this time I hung up after 17 minutes. It is a bl**dy ludicrous situation. Is there actually a customer care department at BA? Why do you bother having a phone number if you refuse to answer it?