Agent that called back was good

Agent that called back was good. 5 star to her as an individual, not for the company. However Initially, all 4 agents couldn't help. Kept on saying they referring me to a clients department, which never went through, as it just dropped, 1 agent gave me a number which rang but was not answered after 58min. Started calling from 09h00, only got assisted at 15h10. Makes me wonder how responsive are they in times of crises....