The service and waiting times are terrible

After I called in I was on hold with the agent for some time while he was busy doing his thing after which he then said sorry it won't go trough I should call later, when I called later a lady agent answered and then again was on quit a long hold with her after she said no she will call me back (which she never did). I called back in when another lady agent answered and she sort of helped me but still was not really successful .