so did i understand correctly: you were put on hold and while on hold, you were fed audio adverts, some prefaced with "Hello, I'm your customer service representative" (with the obvious intention to raise your attention, eg, pause your main task, take the phone off speaker and hold to your ear)?

I had never heard of this until now. A new low. these guys are really focused on making sure those 14 minutes on hold actually feels like 14 whole painful minutes of waiting.

the reason you are calling CS to begin with is almost certainly because of some mistake they made; every minute you are on hold compounds that mistake, now this.