Service consultants dropping calls

I tried calling twice this morning at 11:31am & 11:39am and on both occasions my call got disconnected by the agents. On my call at 11:31am i waiting nearly 7 minutes to get through to a consultant Bongani and he took my information and then he said he will be placing me on hold and instead of doing that he dropped the call on me. Second attempt I got through to a Bongi and she was transferring me to the claims department and she dropped the call on me as well. The service is pathetic for such a well known organisation and I had a simple request of following up with a withdrawal claim as this is the 9 week and no communication. I initially had a discrepancy with regards to my leaving dates and wanted to follow up on progress. I would like a call back with in 2 hours to discuss my query.