No empathy and disregard for customers

Shocking customer service by Sulile on Absa new account services contact number. My call started at 14:18 and lasted 19 minutes. I asked her questions and midway during the conversation she asked me to hold for 2-3 minutes. I waited closer to 10 minutes and she never returned. She never even stated a reason for me to hold the line. This shows a lack of consideration and empathy towards customers as I was phoning from my cellphone and also wanted to make an important financial change to my account. I no longer want to be associated with Absa.