Call centre agent

I called the call centre and spoke to Kgothato this morning. I was querying my bank fees and available balances for the past 6 months. He insisted that I am not listening and said I don't understand, when in fact when I questioned him about his explanation he couldn't answer me. I then asked for a manager and an hour later I am still on hold!! This is both bad service and unacceptable. Now I wonder if someone is going to actually take the time and call me. I must say, since I left the bank, its really changed. Service in general has gone down.