2 hours wait for the agent to put the phone down 10 seconds after answering

Phoned for assistance with e-filing, Started as person 766 in the queue, spent 2 hours for the phone to be answered, only to have an imbecile who could barely speak English pick up, and say that he couldn't see my screen and put the phone down. Call reference ***, the session ID was 77588. Fire this person, they are not doing their job and just infuriating people.