30 mins holding on a call

So I’ve been trying to get a settlement letter from direct axis I held on for 30 mins get through to someone who says they cannot help me, I explained I’ve been on hold for 30 mins and I’m calling from my cellphone, the lady says oh it’s normal to hold on for 30 mins. I requested a call back no one called me now when I call them an automated recording says our office hours are mon to fri 8 am to 9 pm please call again we appreciate your call.