Extreme Poor service

Extremely poor service from the contact centre. I called held for 18minutes there after call is answered, I tell the person what I need done. after a while of talking the person says that they cant hear me, then I explain again. person says please hold but rather transfers me. I get to another person, after explaining again, I am told to be put on hold after another 8 minutes of holding they cut the call. I need a resolution on two loans that I have settled.