More Than Rubbish-worse!

I havent ever done this but having worked for customer service teams in the past i am shocked that on 1st June i rang these people to amend an address and was ON HOLD for 7 minutes (longer than with anyone else, ever!). I then rang on 1st June after 7pm and was on hold for over 17 minutes (17!). So i left it until 8pm tonight, 2nd June as was actually answered after 6 minutes and 24 seconds by someone with a birmingham accent who appeared slightly "deaf" as several things had to be repeated. Even though i asked to be put thru to a line manager, apparently they have all gone home to their cigars and brandies leaving the untrained overworked (so the lady claimed) in the office to handle "lots of business". IF these people are understaffed i would suggest one of two solutions...1) WE take our business elsewhere so that we can be treated professionally as we deserve given that we are paying their wages OR 2) increase staffing levels which is unlikely given the economic situation in the uK at this time..MY ADVICE is GO ELSEWHERE