Billing Concern

My client had a billing issue and explained he had tried to contact sales and support several times, only to be placed on infinite hold. When he did get an agent, was told there are 86 calls in the billing queue.  The rep offered to leave a message for call back, and no one returned the call twice.  I was on the line for 30 minutes with an agent who could not help and offered to transfer me to the billing queue, assuring I would not lose the place in queue.  Waited another 10 minutes with silence, call still connected but no one ever returned.  Since this has been ongoing for several weeks we are aware of, is this the proverbal writing on the wall that RingCentral  “used to be” the best for customer support?  I have been on hold for billing department now for 1.5 HOURS!