level of service is dropping

After entering an incorrect pin on my Internet banking I got an error msg and immediately called the call centre spoke to some dude who kept me on hold for more than 3min (I am sure you guys have a holding time for clients. This is just to verify my details line finally disconnected. NO ONE CALLED BACK. I then loaded airtime and called back. Spoke to a very very rude and sarcastic lerato..Instead of helping me she went on and on about how my voice is faint and how I should adjust my phone settings . I explained to he that no I have flu hence she cannt hear me but no lerato knows better. I then asked her if she can assist me her answer was do you want me to help you. Really this is how a client of 5 years is treated? Wow I disconnected the called and called back spoke to another rude one. I couldn't anymore so I just disconnected the call. I have worked in the service industry's for over 7 years and I always preached to everyone how Capitec is the best. But this for a company that has received so many awards for good service. U need an efficient person to call me back please.