Phoned call centre twice, issue still not resolved

I phoned the call centre twice, each time my call is place on hold for the agent to sort out my query. <br> First phone call nearly 20 mins, second phone call 16 min where I had to drop both calls. It's impossible to stay on the line for that amount especially being busy at work. <br> <br> What is more frustrating is that each time they verify all your information for security purposes, so they do have all your contact information. It is simple courtesy for them to call you back. <br> <br> They should have my query on their system by now and I expect a phone call with an answer.