Horrible Call Center Staff

Don't bother trying to get hold of any helpful call center advisor's on New Years Eve, you will fall into a trap of never ending call avoidance regardless of the calls being recorded as I they don't seem to mind putting clients on hold, and dropping the line before even completing the security questions. I had a simple banking app query which was only meant to be activated on their end, yet it seems none of the call center agents are trained on the process otherwise why keep dropping the line? Capitec is supposedly trying to create a self-service environment for their clients, but how the hell do we help ourselves when your call center advisors clearly don't know what they're doing? If they did, the last advisor (Nwabisa) wouldn't have dropped the line after I had already told her that her colleague literally just greeted, tried to avoid assisting me and eventually put me on hold while I was trying to provide my ID number. Besides your atrocious call center etiquette, some of your branches are constantly having system issues and when we are finally assisted it usually takes the teller under 10 minutes to resolve the query-which is why it's difficult to understand why your call center staff are even there. So my question is why do you have such unfriendly and unhelpful call center staff if you expect us to get used to self service via the app? Also, why bother leaving IVR messages stating that calls are recorded when your advisors are clearly not following the Data Protection Act and not adhering to any form of compliance? This is concerning!