No answer at contact centre -Terrible customer service

I requested exemption for subjects since the 1st of October 2019 with an automated response but nothing since then. I've logged 2 additional requests to date, but still no response.

I've been trying to contact them via the toll free number and have been holding the line for over an hour listening to a recording, this is totally unacceptable.

Surely there must be a call centre manager that manages the wait time of customers!