Sadly, this is nothing new. 911 can (and always has been able to) put you on hold and will and it all is due to two things:

number of calls coming into 911
number of 911 operators working to take the 911 calls

This is why people are told NOT to call 911 unless there is an emergency and yet every single day people call 911 for any number of non-emergency reasons.

This is why some cities have created 211, 311, and 411 lines depending on the information needed or the problem being reported.

But stupid people exist everywhere and people have called 911 with any number if inane problems, from being angry at fast food restaurants to being refused service for not wearing a mask during a pandemic.