OnHoldWith.com scans Twitter for messages from people waiting on hold and categorizes them in real-time by company and industry.

1. TOP 25
WORST
HOLD TIME
OFFENDERS
OF 2016
@
onholdw
ith

2. Businesses Businesses
LOSE LOSE
CUSTOMERSCUSTOMERS
every day by every day by
putting them on putting them on
hold!hold!

3. say “just ONE unpleasant
contact center experience
is likely to make me take
my business elsewhere.”
76%

4. #25
“@AmazonHelp After spending over an
hour on live chat & now 18 (& counting)
minutes on hold on phone, clear that
Amazon will not do refunds.”
“Still on hold with @AmazonHelp I wonder
if they know I am becoming more and
more enraged with each passing minute?
#livetweet”
“Just spent 30 minutes on hold with
Amazon with no resolution. I have been a
prime member for a decade. That's about
to end. @AmazonHelp”

5. “Can't tell if I'm more stressed from waiting
for election resultsor being on hold with
Time Warner Cable for 40 minutes.”
“Currently #onholdwith @twc - 3rd call
attempting to get *new* service. Not a
great start to our relationship. #custserv”
“@TWC should I call customer service,
wait on hold for 20 minutes so you can tell
me to unplug it and then plug it back in?”
#24

6. “@AskCiti Citi call center NEVER
connects. Customers made to wait for 20+
minutes on hold on average. Pathetic
service #fail @bahushrut”
“@Citi you lost another customer. On hold
for 45 mins due to security breach. New
card ordered Friday. Sunday and card
never ordered.”
“@AskCiti @onholdwith Now I am seven
calls and nearly three hours into this
disaster. I just need someone to help me.
PLEASE!! #byebyeciti”
#23

7. “@TicketmasterCS I've just been on hold
for 20 minutes can you confirm how long
the wait is at the moment to speak to
someone?”
“I will never use @Ticketmaster ever
again. Not only was the operator
extremely rude but being put on hold for
40 minutes is unbelievable.”
“@Ticketmaster You have the WORST
customer service line! 45 minutes on hold
3 days straight and "you are next in line."
the whole time.”
#22

8. “I'm in #pizza hell ... Seven minutes on
hold trying to contact local @dominos
store to check my order. Did they go out
of business?”
“@dominos my pizza is 2 hrs and 45 min
late and I've been on hold for 5 min trying
to call the store. IM HUNGRY ”�
“Not happy with @dominos right now. The
app made my order a future 1, call to fix it
and on hold for 20 mins to be told they
out of cheese ”�
#21

9. 35%
of inquiries that
begin through
other channels
eventually
escalate to voice.

10. “Apparently @UPS released my package
to someone without ID and then kept me
on hold for over an hour yesterday...so
thanks for that @UPSHelp”
“@UPSHelp On hold for an hour, for a
package I never received notice for, but my
name wasn't in the building directory. I'm
the first name.”
“@UPSHelp you charged me $50 for my
deceased grandmother's dishes and $30
for an urn for my cat. I waited on hold for a
half an hour twice.”
#20

11. “On hold for 40 minutes waiting for a Telus
rep to answer..get it together
@TELUSsupport ..where was the call back
option? ”
“Been on hold with @TELUSsupport
billing for 45 mins now. Would sure like to
go to the bathroom and maybe get lunch.
Do better @TELUS”
“@TELUS been on hold for 40 minutes, 30
minutes this morning & I sent an email
yesterday - what does it take to get in
touch w/ your team?”
#19

12. #18
“@BestBuySupport Lost order, yesterday
on hold for an hour, call Dropped no call
back. Called today 30 mins on hold, call
dropped. HELP PLZ”
“@BestBuy Is there any way to chat or
email customer service? I've tried calling
the past 2 days and don't want to wait on
hold for an hour.”
“@BestBuySupport It's a little complicated
to explain in 140 characters. Being on hold
for an hour allowed me to file my BBB
complaint tho.”

13. #17
“On hold with the DMV & my wait time is 2
hours. If I stick this out can it alone make
today a success & release me of all adult
duties?”
“Dealing with the DMV is so aggravating.
Their website doesn't work so they want
you to call, where you're on hold for at
least half an hour.”
“If I write an ironic song called I LOVE
BEING ON HOLD WITH THE DMV, do you
think they would use it as their hold music.”

14. #16
“@AmericanAir on hold for 45 minutes and
told "I cannot provide any answers" flight
AA116. Delayed for 48 hours. So much for
customer service.”
“In time on hold with @AmericanAir walked
over and bought ticket on united, got thru
security, drank a beer.”
“@AmericanAir on hold with you RN
because you cancelled my flight? Do you
make a habit of stranding ppl 3000 miles
from home?”

15. Source: Consumer Reports
What Customer Service Problems
Cause the Most Frustration?
Scale 0-10, with 10 being the most annoying.

16. #15
“Nothing like that holiday feeling of being
stuck on hold with @directtv -- I can feel
the seasons spirit running through my
veins as I wait.”
“Just trying to cancel my
@DIRECTVService but I've been on hold
for over an hour. Seems like a "cancel my
account" button online would do.”
“@DIRECTV @DIRECTVService don't tell
me to use your website for help and then
have your website say I have to call. 24
minutes on hold now!!”

17. “Wow @TMobile on hold for almost an hour
with an issue, then hung up on when I
finally get through.. Think I'm over it after
almost 10 years.”
“@TMobileHelp so overcharged me 200$
was suppose to be transfer to supervisor
left on hold for 52 minutes hung up on
twice good job see ya.”
“@TMobileHelp Been on hold for an hour
with customer service, then I get
disconnected.....Going to AT&T in the
morning.”
#14

18. #13
“@IKEAUSAHelp On hold with your Atlanta
store for 30 minutes. You NEED better
customer service. I'll give 5 more minutes,
then look elsewhere.”
“@IKEAUSAHelp Six calls, two tweets, two
DMs, one email, 45+ minutes on hold and
$40. Returning something shouldn't be this
hard.”
“That's it. Not buying in @IKEAUSA again.
Two hours on hold and my furniture will be
sent more than one week after I scheduled
the delivery.”

19. #12
“After sitting on hold for 20 minutes with no
help to use my own account, it's really
easy to remember why I never use
@AskPayPal”
“@PayPal I've just waited on hold for 20
mins.. how much has this cost me..?! It
would be easier to email in. This calling
service is **thumbs down**.”
“@AskPayPal please call and be on hold
for an hour. NO THANKS!! Tell your
customers about the issues known instead
of excuses. BAD BANKING!”

20. #11
“Dealing with @Expedia has been an
absolute nightmare tonight. We've been on
hold for over 2 hours at this point... Book
elsewhere people.”
“@Expedia "We can't call you after
overcharging your acct. You must wait on
hold for hours." Warn your viewers
@WFSBnews and @NBCConnecticut”
“@Expedia 30 minutes and no response to
DM. Now entering 2nd hour on hold with
customer service. Getting stonewalled on 2
different mediums.”

21. 63% of customers
prefer getting a
call-back
to waiting
on hold.

22. #10
“Was on hold with @ATT @ATTCares for
an HOUR and still no resolution. 10+ yrs
of loyalty and feel more like a burden than
a priority. ☹ ”
“@ATT you customer service line is going
to make me leave. I call, explain my issue,
on hold for 45 min and call drops, repeat.”
“@ATT more than doubling our business
rates after 1 year. Been on hold for agent
2+ hours. Time to go shopping for a new
carrier.”

23. #9
“@realDonaldTrump First swamp needs
draining is IRS. Already spent 58 minutes
on hold to rectify an IRS error, still no
answer. Inexcusable!!”
“Hey @IRSnews I've been on hold for 30
minutes, whatcha doin over there?
Hopefully finishing up
@realDonaldTrump 's tax audit! #humor”
“One thing I want from
#TrumpsAmerica a deduction for time
spent on hold with the #IRS #FAIL”

24. #8
“@DeltaAssist #onholdwith with a 2-hour
hold warning. I missed my International
flight home for the holidays and need help
rescheduling.”
“@Delta on hold for 20 minutes w/
customer care. Can you call me when they
are free to talk? 20 min hold is terrible
#consumerexperience”
“I've been on hold with @delta for 106
minutes and no end in sight. Some airlines
have a callback service. This is ridiculous.”

25. #7
“Delays, smelly aircraft, bad customer
service and customer service hangs up on
me after 20 minutes on hold?
@united Furious”
“Took a chance on @united. Plane delayed
5 hours w/ no explanation. No gate agent.
No food. Been on hold with united for 45
min. #neveragain”
“When @united cancels your flight and
gives you zero hotel accommodations, and
keep you on hold for 20 minutes. Thanks for
nothing.”

26. “@SouthwestAir on hold for over 45 min?
What happened to call back service?”
“@SouthwestAir Why can't I check in
online? I've been on hold for 30 minutes
(never given the callback option) What
gives? ”�
“@SouthwestAir Hey SW, super bummed
that I have been on hold for over an hour
for an issue that can be dealt with on
Twitter DM.”
#6

27. FreeeBook
Get Your Copy

28. #5
“@sprintcare putting me on hold for 30+
mins after I asked to cancel my service
won't change the outcome but I'll tell more
people why I left.”
“@sprintcare wow still waiting another hour
of a total of 7 hours on hold or talking to
someone at sprint https://t.co/8RgscKnwTf”
“@sprintcare 45 minutes on hold, really?
Biggest issue with this company is the
customer support number. Get it fixed
@sprint”

29. “On hold with Comcast. I went ahead and
pre-heated my oven to stick my head in as
the conversation and incompetence
builds.”
“@comcast - After two and half hours on
hold, the "you're call is important" message
is very definition of irony.”
“Today is my only day off this week and
I've wasted my entire morning on hold with
Comcast soooo I feel like they owe me a
new day off.”
#4

30. “I also don’t understand why
@BofA_Help stopped providing online
support. Who has time to wait on hold for
30 minutes just to be lied to?”
“@BankofAmerica My acct was debited to
the tune of $7500+ On hold with you over
30 MINUTES to try & report PLEASE
PROVIDE A # SOMEONE ANSWERS.”
“I didn't even talk on the phone with my 7th
grade boyfriends as long as I've been on
hold with @BankofAmerica �”
#3

31. #2
“@VZWSupport I give up. I hope I can get
a decent deal another day - been a
customer for 10+ years. Can't sit on hold
for more than 2 hours.”
“#ThingsIWouldRatherDo than be
#onholdwith @verizon have to parallel
park a hummer at the peak of traffic with
everyone watching.”
“Took a full shower, folded all clean
laundry, and finely sipped 3 cups of coffee
while on hold with Verizon today.”

32. #1
“Whilst on hold with Apple Care, they played
"Should I Stay Or Should I Go" which was
ironic as I was inches away from hangin the
*bleep* up.”
“@Apple @AppleSupport AND THEN I
CALLED BACK AND WAS ON HOLD FOR
ANOTHER 35 MINUTES AND THE REP
TOLD ME TO TRY HARDER.
THANKS @Apple”
“On hold with Apple. ‘The Waiting’ is the hold
music. Hand to heart. This is happening. The
most happy / enraged I’ve ever been, lol.”

33. Top 25 Worst
Companies to
Call in 2016
1. Apple
2. Verizon
3. Bank of America
4. Comcast
5. Sprint
6. Southwest Airlines
7. United Airlines
8. Delta Airlines
9. IRS
10. AT&T
11. Expedia
12. PayPal
13. Ikea
14. T-Mobile
15. DirecTV
16. American Airlines
17. DMV
18. Best Buy
19. Telus
20. UPS
21. Domino’s
22. Ticket Master
23. Citibank
24. Time Warner Cable
25. Amazon

34. linkedin.com/company/fonolo
facebook.com/fonolo
sales@fonolo.com
@fonolo