Call Centre - holding for 40 min while I'm 1ste in line.

It is very frustrating when they don't answer all the numbers they post on the internet as customer service, now I received a number and I've been holding for 40 minutes and they keep on telling me I'm 1st in line. How the hell it this possible. The query is for my mother 76 years old who is not able to hear very clearly. Still no answer and still no one help me or my mother.