Why do companies flat out lie when on hold with their customer support " the next available agent will .... "

Question

You call a company using their toll free number, you get a message saying the next available agent will take your call and you hold for 15 minutes meanwhile you know there are other calls ahead of you but the companies flat out lie and say the next agent will take your call. How come ? do they think were stupid and don't know it's first some first answered.

Answer 1

I agree. They should just say "we are understaffed and we don't really care so your hold time will be lengthy and most likely the first person you talk to will not be able to help you"

Answer 2

The 15 minutes is their best guess based on the number of calls in front of you.  It's not a lie, it's a guess.  If the calls in front of you run longer than usual, it's not a lie.

Answer 3

There hoping you hang up :))

Answer 4

well its not a lie its just that they want to try to help you but they don't have enough people and they don't know how long other calls will take

or someone may have a more serious problem than you