Call not answered in time

I have been holding on the line for close to an hour waiting for my call to be answered. I need my Insurance letter confirming that the vehicle is still insured (The confirmation cannot be older than 3 months and it needs to state that MFC/Nedbank’s interest is noted). No one is taking my call. Not a good service at all. I can't be holding this long, This is just unacceptable. One lady said I must call ***. I have been waiting on the line