No telephone etiquette!

I called the store to find out about the Cudy wifi Mesh and got assisted by Sphiwe. The guy has no telephone etiquette, he placed me on hold, resumes the call and talks about food on the phone, greets and Hangs up. I call again and he tells me that he's been talking and I've been quiet. He even fails to acknowledge that he had muted the call whilst having a chit chat with his colleagues. He has no client service at all, no empathy. Surely he can do better especially because, he is in an environment that requires him to work with clients.