Dystopian "customer service" is a long hellish nightmare - 18 minutes on hold

The most utterly pathetic service, I have been trying to upgrade my phone since my contract expired in MAY! This is now the second bad review I'm writing as a result. Last time someone called me, we went through the whole process and a month down the line and no delivery. Like any person I contact your "help line" blatant oxy*****. After three minutes of IVR prompts I get put through to this idiot agent who takes offense at the fact that I don't know the exact date, time and person I spoke to. When I asked her to check the history she put me on hold. That was 13 minutes ago. The music stopped at 7 minutes. I am paying nearly R1300 every month for this exact service. Stone cold silence. It's now 15 minutes, I think that ought to be long enough for your inept, exceptionally rude, pathetic agent to at least tell me I'm on hold or SOMETHING. This is the most dystopian attempt at RETAINING an existing customer who keeps CALLING YOU! Maybe I'll port my number over to Rain, at least they try.