Client service dropping calls

I've done an online application to increase my credit limit, sent statements initially asked by the bank on the 23rd of December, and received an acknowledgment email from Absa that my docs were received. Today I called to ask for feedback on the outcome and the agent (Sherry) informed me they did not receive my documents. I sent my documents again to the email and her personal email whereby she asked me to hold on, the call dropped and she never attempted to call me back. I called back an hour later and spoke to Refilwe, who authenticated me and asked me to hold on so she could check my documents and the call dropped again. She also has not attempted to call back. Is the "hold on" to drop the clients on the calls or to avoid assisting the clients? This is a deplorable service by both client service agents. Can you even call it client service if they don't provide a service?