In such occasions it might just be faster to contact them via social media especially for simple issues as I would imagine they just have to issue the ticket.
It is not usual to wait so long, I called twice in the last week, both times it took several seconds before I was connected to an agent.
At least on the Dutch number, they do say in advance that the waiting time is more than 10 minutes, so if it is not urgent you can also just wait a few hours and try again.