Silence on call/no call back/TERRIBLE SERVICE

I called in today around 10:58am or 11:00am, I spoke to someone at the Nedfleet department trying to request statement on my nedfleet card. The call lasted about 13minutes, I gave the gentleman my card number for him to check for me, immediately after I gave him my card number he said "thank you" then kept quiet. I thought maybe he put me on hold. After about a minute I kept saying "hello, hello" no one was there. The silence went on for about 5 minutes or more till the call cut.

I called in again, spoke to the gentleman by the Name of Loven Naidoo, who helped to email my statement. I asked him to tell me whom I spoke to before him, he said that he is unable to see on his side, I need to send an email for them to pull the recording.

I am disgusted at the service by Nedbank. If you make me hold you must say, if call cuts off, at least call me back. Is this the type of service Nedbank is offering??? REALLY TERRIBLE