Mbali provided me with excellent service, she was extremely helpful, however the wait time is just ridiculous

Mbali provided me with excellent service, she was extremely helpful, however the wait time is just ridiculous. This has absolutely nothing to do with Mbali, it is the service provider that is at fault here. I sent a message at 08:47 and was only assisted at 11:27. Absolutely terrible!!! 5 STARS FOR MBALI 0 STARS FOR THE SERVICE PROVIDER.