No point of having a call centre when no1 answers

Absolutely disgusting service. (can you call it service when you wait an hour to speak to a consultant who never answers?) I was incorrectly debited and when i try to reverse these transactions i am made to wait for an hour and still no answer. Who reimburses us for the funds we use to stay on the line for an hour? If you have high call volumes as you say, why not hire extra staff ? I am truly baffled how such a large institution finds it so difficult to simply answer a call in prompt fashion. We are not asking for you to answer instantly , but surely anything more than 10 minutes is a damn indication that more staff are required. Will certainly be moving over to a more professional bank and will advise others to do the same.