Poor customer service

I called Direct Axis to get my loan settlement amount so I could settle it. After holding on for 5min after following the voice prompts, a girl answered and asked for my ID number and my cellphone number so she could very my details. She then goes on to put me on hold for another 3 min then she come back and transfers me to customer service, keep in mind that I followed the voice prompt to get me to customer service, anyway, someone else answers and again asks for my cellphone number, my ID number, my physical address and my email again just to verify my details, now this one is Shouneez and she goes on to place me on hold for a further 20 min without once offering to call me back or anything, she abruptly returns to the call says they are having system issues then she carries on to give me the information I called for. Now, I work in a customer oriented field as well and I just think it’s pathetic that in this day and age we still have to deal with such bad service from companies who literally nag you to use their services just to be treated as if I’m a burden yet it’s their job just like the rest of us have our respective jobs. This was a horrible experience!!!! I would never recommend anyone to use this financial institution!!!