I had a debit order go off my account after I have made arrangements and when I called I was on hold for more than 30 minutes and that was just today

I had a debit order go off my account after I have made arrangements and when I called I was on hold for more than 30 minutes and that was just today. I spoke to a call centre agent but she didn't try to understand my point or get me the help that I needed ,but when I spoke to Thembi she completely understood me and could see my point. She helped me in a way that was fair and professional . I honestly appreciated her knowledge of the policy because she was able to explain to me where I couldn't understand. Thanks Thembi much appreciated