Customer service non-existent

My email inexplicably went down. When I call customer service, I remain #6 in the line for about 15 minutes and the line doesn’t move. Their online chat customer “service” has not responded to my query for over an hour an a half now. No response from person or bot, except to say that they are having a busy day. Surely, they must have more than one person answering their phones, so that one should move from 6th in line after 15 minutes??