Terrible service from customer service

I just called the call centre and the consultant I was speaking to put me on hold for over 13 minutes and the call ended. She did not even bother to call me back. I reported that I am unable to access any of the programmes on catch up, the notification says "This service is only available on selected packages" she then advised that she will send a command, I don't know to whom and put me on hold for over 13 minutes. This service is appauling to say the least.