Supersonic vs call center agent

I am giving them a 4 because of a special star by the name of Nonhlanhla Mindo who helped me after numerous struggles to get through. In the five time that I called - twice I pressed a button to get a call back which never came. One agent asked me to hold whilst trying to check my profile. He never came back to me. Another one said he was putting me through to accounts and it never happened. Then I got through to Nonhlanhla who suffered the sins of her colleagues first. However, she did all she could to help me, called me several times to keep me updated about progress of my case. She called me even the next day to update me why my wifi was still not connected! She never gave up on my case even after I came down with a ton of bricks because of the long call waiting time. Thank you Nonhlanhla. So I give her five stars and her company deserves a 2 star actually. How do you explain being told by the auto voice that you are caller number 1 in the que and then you become no 45!!!???