Frustrating service

I have been trying to cancel my booking and it has been a frustrating maze set up the company. First of all the cancellation option is not available on the manage bookings despite there advertising and video clips that say and show it is there next to Online Check in. Secondly called the call center first thing in the morning (7:30) and I was the first caller in the queue but I can tell at the time of typing this message it was 20 minutes into the call and I was still holding. Either they have one person answering calls or they just bad at answering calls.