Lack of Professionalism and Efficiency

I contacted the ***** department for subscriptions that were not authorised by myself that is being deducted off my cards. The call was answer after 10 min but an agent called Palesa who was extremely slow and took forever to handle my enquiry. She could not assist and constantly had to ask her someone to assist her and in doing so I could hear other clients conversation which annoyed me and the lady put me on hold. I am certain my query will be handled but the wait to handle the matter is frustrating.