Shocking service on helpline (holding on for over an hour and a half)

I wanted to change a ticket we bought for the kids together but one contracted Covid so we have to change his ticket back to Cape Town and in trying to speak to a consultant I have been combined, holding on for over 1:30 and have the proof in screenshots - shocking service and they keep telling you they will be with you shortly - I have screen shots of my latest call that has been over an hour now besides the other two failed holding attempts