calls dropped on me

Every time I call in to this contact centre the call gets dropped twice before someone actually speaks. I have to call back 3 times to speak to someone and this is unacceptable. I also provided all information they ask and then the next day I get asked for more documents then the Agent tells me that she asked me for the document however she did not. Also I find it very inconvenient that you can only speak to the person that made an application for you to get an update on it. I work in a contact centre myself and I understand that a need for transparency is the best however this is not the case with this contact centre. Half of the time you cannot get a hold of the person. I think I will be switching banks.