poor customer service

i called Absa Life today. im very disappointed with the way im treated, im a client but the service is very poor. i called absa life on Tuesday to amend my funeral policy. when i called i was asked security question i answered all and i was told i will received a pop up text on my phone and i must reply with yes, i waited till the consultant say my profile is blocked and i must wait for 30 min or send my documents to polserv@absa. i called after 5 min someone managed to help me with amendment of my funeral cover my profile was unlocked. today the 7th i want to add extended family on my policy same problem again my profile is lock. why my profile always is block if i need assistance, is this absa treat customer, when i ask for manager i was told the manger is in the meeting. if there is no one who can pick up that there is a problem on my profile , why it was not fixed the first time, now im sent pillar to post. this is unprofessional and poor service to clients and it irritate. when i called no one answer the phone again or the line is unavailable ***.