Customer service?? Where??

I have had the worst experience with the nedbank call centre. The first two ladies I spoke to were incredibly friendly and helpful but then they had put me through to the department where I can get a letter stating that my credit card has been paid up in full and that it is closed, well that’s another story all together. The first time I got put through to that department they picked up the call but no one said a word you could hear the birds chirping in the background you could hear someone talking but no one was talking to assist me I was even saying hello can someone help me I can hear you and then they drop the call after about 10 minutes of me waiting for someone to help me. The second time I called another lady help me she was very friendly she put me through to the exact same department A guy answered and the call was sort of going smoothly but I couldn’t really hear much because my signal was full but he signal is going in and out verified myself got a point where he asked for my email address to send the documentation through and there in the call just went silent I could hear breathing in the background and I could hear motion and I kept on saying I don’t have much airtime this is wasting my airtime and still no one spoke back. So I hung up the call and decided I would leave my dissatisfaction on hello Peter hoping that something gets done about this. There in the line of customer service yet most of the stuff aren’t actually doing that. Yes there are a few and I mean a very few who actually do help. But majority don’t want to do their job and that’s clear from literally this experience I’ve faced.