Poor service

I took a warranty plan and a service plan with MVIA Insure. I then cancelled the service plan immediately. I was promised the premium would be deducted from the next debit order for the warranty plan. This didn't happen. I'm trying to phone to speak to someone about it and have been on the line for 15 minutes and I keep staying number 2 in the queue. Is there really just one person working at the call center? Does it take 15 minutes to help one person? Making a phone call and giving up after 15 minutes is extremely frustrating. I use prepaid airtime too, so I paid for 15 minutes for nothing.