Absolutely unprofessional and incapable staff

I needed to stop a debit order and was told to visit my closest branch. Upon attending my branch, the consultant advised me that I needed to call customer service and she dialed the number from the branch. I waited on the call for 15 minutes with no answer. I went back to the consultant who advised that there is nothing she can do and perhaps customer service was not answering as they were working on skeleton staff. why ask me to attend the branch only to call and then not have my call answered ???