CIPC call center

CIPC call center is one of the worst I've ever experienced, after listening to the music for a good 20 minutes, someone eventually answers but then mutes the mic. This has happened on 4 occasions already, I can tell they mute the mic immediately after answering because you can hear background noise for a second, then absolute silence. If I were still on hold, wouldn't there be music playing? I have a company registered with them and cant afford not being able to speak to some one who can provide clarity.