bad service

I made today as I called in after 30mins on hold I got through Thembelikile and gave her my ref number.

As the ticket was logged on 23/02/18 she decided to put me back on hold after a while sent ma call back to the quest and after 20 mins that is when my call got answered again.

The service we get is fairly not up to standard as we working and our client are looking for feedback and if we going to hold for so long on the line to be put again back on the line is not right.

The number I used to call in is ********** 531 the call was made at 20:28:36 which last me an hour and I should have covered mo ground with my time beside be on the call waiting for some to answer if I was assisted the first time

Please look into this and advise on the process taken to the agent.