Nobody answers there calls

My adsl line is not working for my business. I have phoned to report the problem and had to hold on for 23 minutes with nobody answering there calls. Second time I'm now holding for 12 minutes and still no luck. I've now lodged it with through the Internet and they send a message that it could take up to 9 days. Am I supposed to close down for 9 days. What happened to customers service.