Someone answers eventually but no taking is done

Power outages were happening all over cpt due to the bad weather, tried contacting call centre to get help on why only our block of property was out but the surrounding areas power was still on, there are like only 8 houses on this block where as residents in the same street had power. On the call the had a list of streets with power outages but our street was not listed so I needed to inform them. After staying on hold for the past 30 minutes someone answers the phone but there is no communication (could hear the background call centre operators talking). I'm trying to get their attention but constantly asking for help but no one is still answering. This goes on for more than 10 minutes (that's why the hold line is so long) and eventually I hear someone pick up the phone, only to put the phone down. This call was placed 22/06/2019 at 10h22, and I've been in queue till around 10h56, and the operator put the phone down at around 11h00, those heavy dense pieces of ****.