Nedbank Contact Centre pits!

I have been calling into the contact centre for the past hour trying to downgrade my account after discovering that this was not done when I had gone to the Tygervalley branch to do so. Firstly, when calling in - it does not pick up my ID after several tries and I have to give the person on the line my ID number and then when they are transferring me to the relevan department THE PHONE CUTSSSS!!! What unprofessionalism is this?? Absolutely unacceptable!!! The exact reason I am trying to leave this bank!