Terrible service from contact center

I called your call center at 14.22 today, i placed an order online and i wanted to cancel the order. The call was answered by a Nevashni i think. I explained my problem and within a minute on the call after giving my order number she put me on hold. She left me on hold and never came back to the call. I hanged up at 10 minutes into the call. I ended sending a WhatsApp and im trying to get assistance from Charnee. This is absolutely horrible assitance from the call centre. I have worked at major call centers myself and i have never kept anyone on hold longer than 3 minutes even to just say i am still here. Please address this with this agent as Charnee was able to assist me and provide information within 5 minutes.