HOW DO ALLOW CLIENT TO HOLD FOR AN HOUR?

I decided in the week to arrange for an ADSL connection through Telkom- already I am dreading this decision. In the past three days I have attempted to call their 10210 contact centre to follow up on my order. my minimum call on hold duration is 20 min on a cell and then the call was dropped from their side. Then I decided to call from a landline several times and this morning held on for over an hour with no pick up. Please can someone explain to me how you can not get any pick up on a dedicated line for registrations? Is this the service that can expect from Telkom for the next two years?? You inundate me with double sms's but then fail to communicate through the call centre you provide...Whom ever heads up this division of Telkom please respond to my question as I do not intend dealing with a company who's call centres do not actually take calls?