Poor customer Service

So is it part of your training to have your agents introduce themselves and then mute the call? First your website does not even allow me to complete my application then asks me to call then I get muted for 5/10 minutes? Now I have to wait another 5 minutes/10 minutes to connect to someone again? Now the second person I just connect to even coughs on the phone and does not even say anything. why tell me to call a number if nobody is going to help me? I will call a 3rd time now and lets see what happens, Look at that, Silence on the 3rd call too, so if this was a medical emergency what would happen then?