Answer your freeking phones!!!!!!!!

I reported a fault for my mom on Wednesday online. Received a sms that it is resolved. But it was not! Today I phoned to report the fault via telephone and after holding on for 32min, without any response I hung up. Please let me know what the hell is happening here as you cannot expect me to hold on and pay for the call and nobody answers. Is this what customer service has become? My mom is an elderly citizen and cant be without a phone. It is freeking frustrating!!!!!!!!!!!!!!