Nelcia Madisha should not work for ***** division

I called the ***** line *** - i lost my cellphone on 28 Jan 2023 so i called in to have the phone blacklisted and disable cellphone and online banking. i waited 16 minutes for a consultant to answer. Nelcia Madisha answered, i told her i lost my phone and she told me she has to transfer me to Online Banking which she knew she was not supposed to do( i debated this with her and she insisted she must transfer me). Online banking advised that i need to be transferred back to ***** division. This cost me another 16+ minutes on hold to get through and luckily the consultant who answered did assist - but i want to log a complaint against Nelcia Madisha because she made a call that could have taken 30 max to go on for 53 minutes. People who have no interest in being helpful should not be working on the ***** Line because people who call in are already distressed. My id no: *** 089