Corporations get away with so much putting conflict resolution behind customer service hell.
I don’t blame the workers at all, I’m sure they have “unprecedented call volume” all the time which means short staffed with stressed out people trying their best.
I remember triple clicking hold. That is, putting them on hold for 1 second, taking them off hold for 1 second, then going on a true hold for a minute or two. It greatly lowered the hold time average and it was quick enough they couldn’t hear it happen.