ABSA Idirect - Bad service

I have been trying to get assistance from ABSA Idirect to amend my policy. I have made 6 calls to the call center, on average 10 min hold time. I have been transfer from agent to agent, and still unable to review my Policy. If I select the option on the IVR system, to take out a new policy, the call is answered within 30 sec, yet, as an existing client, the call is picked up after being on hold for 7-10 min. Is this the service you offer to you clients!!! The agents do not even return follow up, to find out if you have been helped, once the call is dropped, i have to start the process again with the hope that i will get assistance. While I do understand that we are in a state of Lockdown, like most other call centers and desk work, employees are work remotely from home to assist their clients. ABSA Idirect needs to do more to improve their service to their customers.