Call back

How in the name that is good can you give someone a wait time of 30 to 74 minutes and then ask if they want a call back instead in that time frame?  This is by far the worse company I have ever dealt with.  Has to be a way to sue these people ~ they raise your bill and you can’t discuss why ~ they attach things to your bill constantly. 
a person better call me back tonight or I will look into legal action.