Pathetic call centre experience

This morning at 10:03am called in to make a few changes on my funeral policy, call centre agent picked up and I asked to do changes on my funeral policy and she tells me I need to visit the branch, and I told her I've done changes before what does she mean, next thing she places me on hold for 7mins since she wants to check security questions, then she comes back to saying she needs to send me back to the queue that's that like 10 mins in a call by then. I then requested to speak to a Supervisor I was again put on and the agent came back to inform me that the sup can't help and requested again to speak to the sup name Faseegha Kemp came to the phone, she went on to say they can’t help me as the system has an error, and I told her I was not happy how the agent assisted me and wasted 16mins of my time being on hold. then the sup then said nothing can be done, no apology or sympathy for keeping me holding, so I asked one of her agents to contact me back at 1 today guess what, she didn't even ask for any info I had to ask if she got my cell phone, any info coz the agent earlier said they couldn't pick up anything with my id so how was the call back going to be done,

Can anyone in the complaints department listen to the call I made earlier today and get back to me as I’m not happy at all with the level I received, from the agent to the supervisor on duty