Kept on hold for 10 mins because the bank I bank with is incorrect

I just wasted 10 mins of my airtime speaking, 6 mins being on hold, to Nonhlanla. I asked about my self payment gap report because I submitted claims and the numbers don't add up. Even now with my gap closed, my claims seem to be processed but we are not receiving any money back. Back to Nonhlanla, she told me she has to ask security questions. One of them being my bank of choice. When I told her twice, she said I failed the security questions because that's not what on their system. How can my bank suddenly change on their system. So I tell her, let me speak to someone else because we have only used one bank and that's the bank we receive reimbur*****ts from Discovery. She puts me on hold and after 10mins, I cut the call. This is the service R7680 a month gets you. Lovely. Wake up Discovery.