call muted

I went into nedbank to reverse an unauthorised transaction.I stood in the enquiries queue for 20 mins while the consultants chatted with each other and one left when the queue was really long.only to get told that I had to call the call centre.I spoke to a gentleman called thokozani who ended up muting the call for 30 mins as he said that he was reversing the transaction.there was dead silence and I had to eventually end the call as I had waited for so long for him to get back to me and what I had asked for was not even done.