Waiting response

I called the call centre on Wednesday I waited over 45min just for someone to just pick up the phone I eventually hung up and sent an email which hasn't been responded to in 48 hrs. I just called and Alicia the call center agent picked up after I waited 3min she then tells me her system is very slow I waited after 12 min I hung up. Direct axis I just want the settlement amount now that I want to settle I'm being made to wait. When I took the loan the phone was answered in less than a minute. Clearly direct axis just wants to milk each and every interest they can from me including my airrime