From calling to Upgrade the contracts to ending up cancelling both

SO i called the customer care (upgrades and cancellations number). At first, after holding for about 8 mins my call was answered. Instead of the agent asking me what i was calling about all i listened to were agents talking in the background. So I called back and after holding for about 10 mins (please note that this is 18 minues that I had to pay for) Nonjabulo answered. As i was still talking to her she hung up on me. This was at 11h16. So i phoned back for the 3rd time (true what they say about being 3rd time lucky). Won't even mention how long i was on the phone before it was answered. A Bongumusa answered and was able to handle my request. Let's just say that by the time the call was answered I had already changed my mind - from upgrading my data packages on the 2 devices to actually cancelling them both. By the time this whole process ended it was 11h32. So i spent nearly 30 mins for a service that i believe should have only been resolved within 5 mins. I guess once company's loss is another company's gain.