Putrid Customer Interaction (time wasters)

Call centre agents love putting you on hold for long periods of time with simple tasks to do like logging a fault on your behalf or looking up your account balances Purposely doing so, as to not be rated at the end of the call??? It's no wonder the service has gone done as the agents are not negatively rated if a client does not review their experience --> No ratings for an agent should reflect poor quality of the service provided