ridiculous hold times

Today I was left gobsmacked because I was so appalled at how long again I had to stay on hold then my call gets cut after a whole freaking hour! I still have not reversed my debit order and not with a lack of trying but due to your lack of manpower your impossible to get through. A hold time of over an hour is absolutely terrible. What about those low income people who cant afford to stay on hold for hours due to no airtime and need their debit orders reversed??? I have received my fair share of bad service but to expect your customers to be on hold for hours without a callback option or telling them which number they are in the ques so they know how long they might wait. Trying to get a hold of anyone is like playing the lottery and I need this debit order reversed urgently