Waiting for Service.

I am in the MWEB queue waiting for a representative for the last 25 minutes. Every few minutes a pre-recorded message states that "your call is first in line and will be answered by the next available representative". My query is how can I be 1st in line and still be waiting for the next available representative for 25 minutes. I also have the app open and am waiting on the app as well for assistance - same experience. Does anyone have any idea how costly this experience is and is this what customer service had amounted to in South Africa.