Being on the call for an hour for the call to be cut-- BAD SERVICE

I called the number at the back of my card to dispute debit order. Followed the authentification process. After i said what assistance i needed i was asked by the voice prompt to key in my id number again , did that once the call got to the service agent he then asked me to key in my id number again , 3rd time i must say which i think its rediculous, gave the agent my id number and he transferred me to another department without letting me know. After holding on for 34 minutes someone took the call but just kept quite and said nothing, i kept on saying hello hello and the was no answer , then that person put me back on the queue and i had to wait again for i dont know how long this time. @ around 12:40 i then dialled from another phone hoping this time someone would actually assist, meanwhile i still held on the other phone. Same process , had to do authentification 3 times then Clodia Block (may have mispelled the name) answered and asked more more questions , more that the questions asked my the first agent which i found odd as they should have consistency in their dealings with client. Explained to him that i have been on the other phone for almost an hour and he said he will unfortunately have to also transfer me. at that time it was almost 13:00 , he transferred me, at exactly 13:00 my call was cut. Meanwhile on the other line that i kept on hold i finally got through and just when i thought someone will help me before they knock off then that person also kept quiet and hung up on me. i guess that agent didnt want to work at 13:00. So i spent an hour on the phone for no service at all. SERVICE IS PATHETIC to say the least. Calls are recorded right? Wonder what the quality assurer says when they listen to calls. Or maybe that is not done at all.