bad service

called their call centre to arrange for a replacement card. Held the line for almost 30 minutes. Finally got transferred and then the call was dropped. Called again, luckily i only had to hold for 10 minutes before being told that they are experiencing a problem with their system and then the line went quiet. Held a bit hoping that the person would re- connect but nothing happened. I eventually dropped the line after holding for another 5 minutes. The entire experience felt symbolic of a call to one of our local council offices. I expected better from a private institution !!!