placed on hold for more than 10 mins

called into the call centre for assistance with my wifi connection. The consultant listened to my query and placed me on hold for more than 10 mins. He did not even come back to me telling me that he is working on the problem. Eventually had to put the phone down and had to call again. I also find it annoying as they refuse to give their names or the names of their managers when required. Basically there is no way that the conduct of the agents can be reported.