call got hang up when calling to resolve my monthly problem

every month I experience difficulties with my Capitec Bank banking app if it is not this problem it is the other bigger or similar problem and monthly when i call into the bank i do not get assisted to a point my call gets dropped by a Capitec bank call center agent.

today at 09:01 i called in after discussing with a person from where i bought thing and needed to send a proof of payment but could not yesterday due to the payments both debits and payments not reflecting at all on my app. so appart from the queuing at the ATMs we also queue here on their banking app and it is not fair as we bank with this organization and it keeps disappointing it's very own customers or clients. i will ask again: which methods or tools does this bank use to employ its people? i ask this as sometimes i get very rude call center agents whom are not about listening to what the clients frustrations are and that alone is very unfortunate.

the reason i wrote today was that my call got dropped after being transfered to the complaints department of which i held for some time ( very very busy with unsatisfied customers) before i got through and related my almost every month problem and "Caren" (she said her name was) on the other side of the line just simply hung-up. i still never got a solution to this persistent problem that seems to shall never go away. i am not comparing to any other banks whom do not have this simple yet resolvable issue we unnecessarily have with Capitec bank. when people do banking using the app let the action be reflected as they pay or debits go so people can be able to plan accordingly