customer care without the care

I went to the atm after completing the instructions i got via sms to withdraw money with the nedbank imali function. I waited for the otp for a while but received none. So i phoned the customer care line they provided with the first sms. a lady answered to redirect the call and after that i got no answer i waited twice for almost 10 minutes without answer. This is poor for any customer careline i have dealt with. If this pin is only 2 hours valid. I would suggest they do not waste time but send it immediately.