Utterly disgraceful!!!

one of my staff members lost their phone I was given a number ***. I phoned this number and was holding on for 10 minutes when the most stupid call centre agent came online and told me that she couldn't help me I had to call Hollard. I then told her that I had called Hollard and they told me to give this number a call. She then put me on-hold for 15 minutes. She came back to me and asked me had I bought the phone from Game or PEP, I told her I was calling from a company about 5 times and told her we don't purchase phones from local stores. She then put me on-hold again this time for about 25 minutes and then put the phone down. I called back and was on-hold for 15 minutes when someone picked up and put down. This is utterly disgraceful and if someone doesn't call me back I will be taking this matter further. People like this should never ever be employed!!!