Hold please.....

Who out there works for a company or organization that allows it's customers to remain on hold for eternity? Who is at the other end of these calls? I don't get it. I am currently on hold with a bank out of Texas and the timer on my phone has just gone past 20 minutes. No one has come back on the line to let me know there wasn't a thermonuclear explosion in Irving, Texas- so I am assuming that short of a cataclysmic situation, I am just being ignored. Ironically, before you are put on hold the recording says that their first priority is customer service and your call will be answered as soon as possible. if any of you reading this work in a customer service position....PICK UP THE PHONE!!!