No 24/7 service all lies

They say it's 24/7, you call during the day you number 20 but get answered within an hour. I called around 9pm was on hold for an hour. I was number 4 when they answered. For long I was number 1. No agent available.. how come it's bad when people are not see even calling that much. Wasted my time and airtime waiting for an agent that never came...