Service is pathetic

So I have a debit order issue. It went off my account and now the company that was supposed to get thr money says they never got it. So i check my bank statements and after it returned it went off again ( bare in mind that there was enough money in my account on both occassions) My complaint is i called in and when i started disputing the payment with this agebt she literally said hold and its been 38minutes later and counting. So shes literally just like i dont have strenght to deal with **** today or what??? I want to know who this chick is and i wajt someone to call my back. Is she taking a break cause why the f am i on hold. We now on 40 minutes. Im sooooo upset