What those hold messages should say:
Welcome to Company XYZ, a public utility and monopoly. We tell you your call is important to us, but it really isn't at all. However, you have to stay on line because you really have no choice. It's not like you can change service providers.
You can hang up, since we'll cut your service regardless, but you might as well stay on line to plead your case. Eventually. When we're back from break. Maybe. If we have nothing better to do. Besides, our staff is totally alienated from working in tiny cubicles with a noise level that's through the roof at a job so incredibly boring it boggles the mind. They simply cannot be expected to care anymore - if they ever did.
If our customer service rep got laid last night you might be in luck. If not you're screwed because he/she wasn't.
Have a nice day.