On hold for 40 minutes for basic account query

I called to enquire about the billing. For 20 minutes the agent could not explain simple concepts nor could he adequately break it down for me. When requesting to speak a manager, I was put on for 40 minutes. I suspect he had hoped that I'd hang up.

I can't stress how much I'm fuming. You do not put people on the line who cannot help clients with the most basic of queries. You certainly don't have clients holding for 40 minutes without feed back in between the waits. This is low, even for your establishment.

Agents name is Kwanele Nqgurana