Terrible customer service

Terrible service from discovery agents. Been on hold for more than 20minutes this being referred to a incorrect department and the agent answering my call doesn't even have proper telephone etiquette. Then I'm transferred again to another department on hold again, then i complain to the about the long wait and she has a little bit of a attitude going, not even Apologizing for the long wait. She's asks for my membership number I give her my ID no, silence on the call and then the call drops. Now my question did she purposely drop the call or was it just a case of the call dropping???????