Three and a half hours waiting for a support agent on Whatsapp.

I needed an answer from Transunion SA regarding a query on my profile. I telephoned in and after going through the usual robot rigmarole of name name', ID number, address etc, I was instructed to press 1, ( or something) if I was a member as I would then be put through to an agent and avoid the long wait. I confirmed I was and accepted the Whatsapp communication method. Then the whatsapp communication stated, basically the usual. Please wait an agent will be with you. OK, fair enough. After 30 minutes, a message typed out 'we are extremely busy, an agent will be with you shortly'. No problem, I understood, I was not in a rush. After about an hour, another message with the same wording. This was ludicrous and was about to end the 'conversation' when I decided, just as a matter of interest to actually see how long it actually took them to answer. Ninety minutes...... still nothing Two Hours still nothing. I actually then forgot about it as I had gone out to lunch. As I was leaving, I received a message" how can we help" This was nor over three and a half hours later. I didn't bother replying. Can you just imagine if I was not a member and had to wait in the "long wait".