> He was obviously forbidden to hang up on me

Plenty of big companies found a workaround. The "forever on hold" routine where they don't hang up, you will eventually. This works perfectly for toll free numbers (so you can't claim you had to pay for the call) and provides just the right amount of plausible deniability (took longer than expected to find an answer, it was an accident, etc.).

I have my suspicions that in some cases this also prevents the survey going out to the customer. All the more reason to abuse it.