Why SARS why??

Ive been holding the line for more than 6minutes. I had a telephonic appointment and SARS was suppose to phone me at 8 o clock. Which they did and now...I'm holding the line, to scared to put down the phone because then it will take another 20days to get an appointment. How can this be?? this is beyond incompetence. I've been holding for 7minutes now. Surely the person who tried phoning me must still have me on the line, but is probably drinking coffee or eating pap.