Makro Woodwead - Shocking telephonic service

I was asked by my Boss to change the 'Collectors Details' on an Online Order. I contacted the General Call Centre - the lady was very friendly & helpful, but said I need to contact the branch. I must have waited at least 3 minutes for the phone to be answered - I asked for the Online Department .... I held on for 5 minutes and the lasy who answered, told me it's not her Department & put me back on hold. I eventually hung up & phoned back. The phone got answered slightly quicker. I again asked for the Online Department. After about a minute a guy answered. I explained what needeed to be done and he wasn't too sure what he needed to do. I explained that he needed to change the 'Collectors Details' - he told me the person must just come in with their ID. I said that that would be a problem as the name on the collection slip is different. I then gave him the new name and ID No. I asked if he had made the changes and he said no ! WHAT ?!? He says he made a note for his collegue. The amount of time wasted & the frustration caused is ridiculous ! Surely staff should be trained to know what to do in their departments !