very bad serviced

I called best debt today requesting for the statement and was told to call after 10 minutes as the person who will assist me her name is Cecilia is busy.

I then called spoke to Cecilia who said I must send a copy of my id to request of which I do not have a problem I did send it and she said she will only be able to send an email with the statement at 15h00 imagine I have to wait for 2h30minutes just for a statement and it is needed at school they close at 14h00.

this is bad service and unacceptable I think they need to come up with something better and implement self-services.