no answer in 3h

I have now spent 3 hours and 3 calls to reach someone regarding accounts 1st call 20min on hold 3rd call 10min on hold and the last call 35min on hold, this is beyond unacceptable. will you pay for the telephone bill due to your bad service? There is always only one side that pays regardless of who is to blame, and that is the customer. and still I am exactly where i was 3h ago. If this is the type of service I receive on a account inquiry, I sit and worry greatly to what kind of service I will receive when I am in a emergency. maybe time to change.