Dismal Call Centre service

When my American Express card was declined with funds available, I contacted the Call Centre and spoke to Ronald. He claimed that there was not a signal. I know that was not the case because of the fact that another Amex customer could process his transaction. When I called Ronald out on his incorrect feedback, and after much ducking and diving, it was determined, after 30 minutes on the call, that there in fact is a problem with the card and that it needs to be reset. Ronald refused to escalate my complaint about the dismal service, I did ask to speak to a manager but he refused to put me in touch with a manager and terminated the call. Why is it necessary for me to hold for 10 minutes before a call is answered? I called three times. Why can I hear the call centre personell laughing and joking with each other while I am on the call? Thabiele Cele, I am awaiting your call to explain why your call centre is not fully committed to exceptional service.