Pathetic service

Greetings, I am following up on order number ***, Jabu was assisting, was put on-hold by Jabu for a good 18 minutes, she then tells me she cannot get hold of the service provider. What ridiculous service is that and very unprofessional to say the least. Why put me on-hold for that to tell me the service provider is unavailable, did she even call the service provider! She is intentionally stalling the line not to take incoming calls from customers at my expense.