Call Centre Agent incompetence

I called *** hoping to get a new FNB SIM. I was connected to the call centre agent Ntombi tshablala who I heard in the background. She was busy wasting time while I was waiting on the line.

Why was my call assigned to an agent that was not "Active"? She had the audacity to say that I did not hear her but that I heard the other thousands of voices in the call centre????

This is incompetence of an entirely new level. Please listen to that call recording and ask her reporting manger Mtsati Monkge, how a situation like this could even exist?

This is exactly why I downgraded from Private Clients, should have just "Made The Switch" to a competent bank that hires competent staff.