Horrible customer service

I am appalled at your consultations lack of professionalism. I requested a callback this morning, first Xolile calls whilst clearly in conversation with colleagues and laughing while I keep saying hello on my end till she hangs up. She calls back again and I answer I raise this with her she apologieses and asks what I need help with. I tell her,she confirms my details tells me to hold she will be right with me. She goes quite and puts me on hold for 10 minutes without saying anything then hangs up. She hasn't called back if it was a connection problem. Now I have to request another callback and explain the same thing again ??????