Are we supposed to be satisfied with poor service?

I have a problem that I need assistance with. I called the business banking to discuss the problem with a consultant. I was given the option to request a call back as soon as I was first in the queue. Gladly I selected the option and waited for the call back. However, more than an hour later, I was still waiting. I called again and this time did not request a call back, but instead opted to wait for an available consultant. Did I think that the service would be better? Ten minutes later I decided not to waste any more time waiting for a non-existent consultant! Should we be satisfied with such poor service. Unfortunately, with bank officials hiding behind the curtains of automated response centres, there does not seem much that we can do. What frustration!!!