Bad service

I have called discovery insure and waited for a team leader to be called for 30minutes . I decided to drop the line at 11:48 . I could hear people talking at the background however the agent was quiet . Kindly investigate which agent is doing that and come back with a feedback , my request was simple i needed an e-mail that i have send to discovery insure on the 22 February . That agent doesn't need a job and also been in a call centre keeping customers on hold for 30min . I pay for the bill . I need this agent to be dealt with