Left feeling like a ******** by discovery employees

I received terrible service from discovery bank, as a PA I called on behalf of my boss to find out why there was a problem with her account. An agent named Mpho answered, I explained everything to him, then I was told my boss will have to confirm that she really sent me to speak on behalf of her, the agent then asked me to hold while he sends a confirmation message to my boss, after being out on hold for about 30 minutes the agent came back to me and said it was fine the boss confirmed and he needs the details to continue resolving the problem, he then put me on hold for a further 15 minutes telling me he’s redirecting me to the payments department as this is their problem, after the 15 minutes a guy named Ross answered the phone to rudely tell me that he is from the ***** department and the reason I was redirected to him was because they found it suspicious that I was calling on my bosses behalf and that they don’t allow people to call on their clients behalf. These agents from discovery bank made me feel like a ******** as they could have told me that there is no way I can call on their clients behalf instead of wasting 45 minutes of my time, making me believe they are solving the problem only to find out that they are reporting me to *****. If Mpho could have simply said, I’m sorry but there’s nothing I can discuss with you, your boss will have to call us herself, they really could have saved my time and my dignity was not going to be thrown to the ground by Ross from the ***** department. The service was absolute trash!!!