Lack of customer care

As a customer who has used the service for years- its sad to see how the service levels have dropped. No communication from the company- has clients feeling in the dark. 20 minute waits for customer care and then waiting for about 30 minutes for them to respond, when they ask you to "hold a moment"

In 4 days, Ive sent over 3hrs just waiting for customer care to respond to me..