Disgusting service

I am sooo frustrated with Nedbank one calls their call Centre no one picks up you hold close to 20 min after that an agent picked up the call but did not answer and continued to put me on hold? Do I have processes here or agents do as they please if they decide whether they want to take our calls or not this is frustrating we need help when one logs a ticket no one ever contacts us are u running a circus with our monies????? Sort this out I want a call before end of business today if not I’m moving banks and will be sure to spread the word around abt how *********** this bank is