I am so sorry to hear that you were put on hold with a customer support rep for over twenty minutes. That should never have happened, and I completely understand how frustrating this must be for you. I will relay this message to the appropriate rep.
I appreciate you letting me know about your “disappointing” “painful” “miserable” experience. We strive to ensure every customer is satisfied with our business, and I apologize for any way in which we may have put you into inconvenience.
We are prioritizing the issue you are facing with our product. Our team is jumping on that problem right away, and I will revert to you as soon as possible.
We request for your patience till we get back with an update.