Disgusting, Terrible and Horrible Customer Experience

I called DirectAxis a number of times today (14 July 2020) to get a settlement amount but to no avail. At one point I go through the IVR system, key in my ID number and asked to hold for the consultant to assist. I hold until the phone cuts-off. On another occasion I manage to go through and speak to a consultant who takes down my details and asks me to hold for a very long time and eventually she puts the phone down on me. I need to settle my loan account, that is all I am asking for. The customer experience is so disgusting, terrible and horrible. I even checked on their website to see if I can request the quote online, as indicated by the IVR system, still to no avail. I checked many times on their website but couldn't find nothing.