Very dissapointed!

Yesterday I phoned in to speak to Capitec Bank's Collections department and I have to say I was very disappointed in the way my query was handled. After spending a very long time on the call, explaining my situation, and summarising previous communications, I feel that the agent on the line was just not understanding,

I asked to be transferred to the Customer Complaint line instead so I could log a complaint, only for the call to be cut during transfer. I called the Customer Care line back and asked again to be transferred to the Complaints Department and spent almost another 10 minutes waiting with no answer and had to drop the line.

Not sure if this is the norm? I doubt that. I have been with Capitec Bank for a very long time and must say I was simply not impressed at all yesterday. Especially that I am trying my best from my end. Can someone from the Complaints Department please call me back urgently? I am honestly done wasting my airtime on calls that do not get answered or produce any results.