On hold for 25 minutes

I called your contract cancelation line and spoke to Thandiwe. We went through the usual security questions, which I passed and then I proceeded to tell her the reason for my call. All that was left to do was for her to confirm the cancellation. She proceeded to put me on hold for probably 20 minutes (as the duration was 25 minutes in total), after which the call was cut.
I called back and asked to speak to her and I was put on hold for another 5 minutes, after which I dropped the call.
I called the third time and spoke to the Manager Nakita. who informed me that the consultant was on lunch. The only natural conclusion I could come to was that Thandiwe didn't wana get another call and she kept me on hold so she could go to lunch on time.
What was even more annoying is they wanted me to go through the security options once again, to which I refused. We then proceeded to wait another 8 minutes for Thandiwe to come back from lunch so she could deal with the call because nobody else could help.

I know Vodacom doesn't really care about their customers so this will probably fall on deaf ears.