Compare and contrast - phone enquiries

I had to ring up Scottish Power to clear up a bill payment ... the hold message is issued:

"You are number FOUR in a queue. The estimated wait time is TEN minutes. If you would like us to hold your position in the queue and call you back when someone is available, please press 1 now, and give us your telephone number and name ..."

Four minutes later I was called back by the system, and put through to someone. Simples.

Next call was HMRC. Jazz music, despite it being Repayments.

"We are currently experiencing higher than normal call volumes [oh yeah ?] please hold until someone is available or call back later"

Held for about 8 minutes, but did not have any idea how long I would have had to wait, at the outset.