Not the "spirit of Australia" we came to expect

Absolutely shocking lack of service! We tried to change our outward flight after a change in our personal circumstances and we could not do it online. The website suggested we contact the call center. We waited 1h22min to get through to a consultant who then asked our booking reference number and then said she will put us on hold to check availability of our alternative date - we were then on hold for another 23mins. Once she came back online, she mentioned that there is a spot available, but that we will have to pay an additional fee of $125 per person due to admin and cancellation fee, plus a $40 per person call center charge. I am not willing to pay a call center charge due to Qantas' system being offline. Believe me, if I could change this booking manually online, I surely would instead of wasting 2 precious hours waiting on hold. Worst is, after escalating it to a manager, we spoke to her for 2 minutes and got cut off! Absolutely ridiculous for "the spirit of Australia".