kept waiting on line for over 30 minutes

i have a query with GEMS to check if they pay for a certain injection only to be answered by a female call centre agent named Winile who after asking me all 21 questions finally told me to wait in line she is checking something...how is possible that i waited on line for over 30 minutes without her coming back to me and finally decided to hung up......and i had to call back again and go through the very same process i did earlier...it is quiet time consuming and costly calling GEMS helpline