Long wait time automatic compensation

Hi can anyone assist/shed light on when one can get credited and compensated for long wait times on the phone before someone speaks to you. Its Bulbs company policy and promise to ‘automatically’ credit ones account if you have experienced this.

I experienced this twice on 10th Oct 2019 when I waited in excess of 10 minutes on each occasion. I also waited in excess of 38 minutes on Friday 19th Oct 2019. I just need to find out if anyone can say how long one has to wait before you get compensated

Look forward to hearing.

Thanks!!