Consultant intentionally dropping my call

I called this morning to enquire regarding a constant R8,50 charge that has been going off my account. I was put through to the ***** department and the lady I spoke to said there is nothing she can do to assist. She then put me through to Gold Card Service department and I spoke to Keegan. Keegan then asked me to hold so the IVR could authenticate me. However he transferred me to another consultant in the same department. When I asked to be transferred back to Keegan, he answered the phone and then intentionally dropped it. Is this acceptable, FNB?