Placed on hold for over 18minutes

I called into the call centre, the lady who answered does not greet or give her name. I inform her i want to apply for a new landline at my new house and she places me on hold for over 18 minutes with no hold music or any update as to what she is doing. I have a call recording of her pathetic service which you are more than welcome to listen to. She was very unhelpful i would not want this lady working for me