********* behavior of call centre agents?

While trying to get feedback on why my fibre line hadn't been released after I had confirmed cancellation at the end of July, I made numerous calls to the call centre and now reading some of the comments from other people on this forum, it would seem that my experience was not unique and now makes me wonder about just how ********* Supersonic is when it comes to customer service. In the roughly 6 times I called last week, twice I was put on hold while the agent was going to follow up and in both instances, I was left on hold for over 30 minutes before I gave up and dropped the call. Seeing now that others have experienced the same issue I now believe that the agents are doing this on purpose, presumably either because they don't have an answer or solution or perhaps even worse because they dodging dealing with more calls by just keeping one customer on the line (on hold).