Personal banking not so personal on secure chat

I bought prepaid airtime but after paid it logged me out of the online banking. I tried to see where the voucher number was but cannot find it. I tried phoning but if you dont have the app then the line just goes quiet and you pay for holding like in forever. No use to try secure chat as i had 4 people chatting to me and referring me to the next. then the next person asked me AGAIN what my query is . Why a message pops up which says they are checking your query if the ask again?? then you get typed that they deal with more than only you.......wow . But they call it PERSONAL BANKING.....dont think dealing with more than 1 customer at a time is PERSONAL BANKING What happened to just TALKING to somebody and sorting out in 2 minutes like with TELKOM????