Call Centre put me on hold for 20 MINUTES

Called the Nedbank call centre for help in closing my account. They put me through to Retentions and there I waited, listening to their god-awful hold music for 20 minutes before I eventually cut the call.<br> <br> Surely you guys monitor how long someone is on hold for? And if someone is STILL on hold after 20 minutes, then your turnaround times really need to be reassessed!<br> <br> I eventually cut the call and called back, only to be put on hold again. After waiting on hold for another 10 minutes, the agent I initially spoke to called me back on my cell to put me through directly to someone for help.. so, silver linings I guess. <br> <br> Seriously guys, this turnaround time or call-waiting monitoring system needs to be looked at and upgraded.