Put on hold for more than 20 minutes, without any explanation

<p>This is my story</p> <p> </p> <p>Welcome to MiWay Web Chat! Before we continue I must inform you that all web chats are recorded for our mutual protection, copies of these recordings are available on request. MiWay is an authorised financial service provider.<br />12:39:18 Interaction alerting Ntando Nkosi.<br />12:39:18 Ntando Nkosi, a MiWay Representative, has joined the conversation.<br />Mulalo Rabumbulu<br />12:39:32 Hi Ntando<br />Ntando Nkosi<br />12:39:42 Welcome to MiWay, where we do things your way, you are chatting to Ntando, how may I assist you?<br />12:41:54 Mulalo Rabumbulu has been idle for 0:01:00. Mulalo Rabumbulu must type something within the next 0:00:45 to remain active in the chat.<br />Mulalo Rabumbulu<br />12:42:51 May you please check for me a quote for house content, I did the quote today online, because i moved but the premium just seems way too high compared to my old one, can you check for me and tell me what is the difference between the two if any?<br />12:43:49 Agent has put the conversation on hold<br />Mulalo Rabumbulu<br />12:48:48 Ntando are you still here?<br />12:58:33 Hello</p> <p> </p> <p>One can ask why did i not just leave the conversation and wait for another agent? because of past expirience sometimes you can wait for almost an hour. Why not call, same answer. Why do'nt you request for a call back, if they call you back once and they do not get you, they send an sms and an email and never call again. </p>