No Telephone etiquette

It almost felt like I was calling a ****a shop that is being run somewhere in the townships. The woman picks up, stays quiet as if to hear who is on the other end, I greet her first give my name then ask for the cellphones department. She then shouts accross the room for someone else and explains in Xhosa that there's someone holding for cellphones department, that she (whoever she's shouting at) should return to her place which i presume is at the cellphones counter, soon thereafter the telephone is dropped in my ear without saying they're putting me thru. I dial the same number 2 seconds later with nobody picking up, this says somedbody is trying to avoid my call. When I call again the third time, this Unathi person tells me it is quite busy at cellphones, I tell her I'll hold, the phone rings but when it returns to the number it was put thru from someone slams it down again. this is the number i dialled ***) These are the type of people bring down the image of good service of service. it is disgusting!