First Impressions Damaged

I selected 1st Central's option after entering my requirements into comparethemarket.com's website. It produced the results I needed and at the right price. In that respect, I've no issues. I also like how I can manage my account online. It's simple and easy to use.

When I did have an issue (regarding payment) and I couldn't find the answer via the online portal, I called the helpline to speak with an advisor. My first attempt was unsuccessful. I called at 14.34 and gave up after I couldn't get through after on hold for 13 minutes. My second attempt at 16.36 was successful but after I'd waited for over 20 minutes on hold. This is completely unacceptable and I do not expect to be waiting these sort of lengths for my query to be attended to. I had to use my mobile phone as I was in work so am obviously expecting an unnecessary bill for the privilege.

This NEEDS to be looked at as it's tainted my initial good first impressions of the service.