Do not waste your time or money

I bought a flexi ticket and I requested to change my booking telephonically on Friday after 20 minute wait time and was told that I will receive a quote or email on Saturday or Sunday which I did not. I have now requested to cancel my flight and still no one gets back to me. I call and the wait time is 62 minutes. This is ridiculous. I had purchase another ticket as the flights are becoming fully booked as I still wait for a quote and not even an amendment.