Extremely bad service if there was a 0 rating,it would definitely be my rating

My father has an account which gets debited on a monthly basis,this month by their error,they never deducted it. Our wifi is now currently switched off and require a reference or account number. I have been holding for 13 minutes now trying to get through to a consultant an in addition to this sent a message to the whatsapp number provided. The wait is longer than a bank, with so many people using them as a provider I fail to understand how the waiting period is this long. .