Poor service

I was first speaking to Brad on that chat and he was taking long to reply and I asked him he can call me an transfer me to an agent who can assist and he refused and told me to call the call center. I called the call center and spoke to thabiso for about to 25 minutes trying to activate my funds and he made me hold for long then tell me that I must call my company's HR to assist. Why didn't he say that from the word go rather than waisting my airtime