Appalling Call Centre Service

I am trying to get hold of someone at Old Mutual to fix a tax directive that was incorrectly submitted to SARS. It takes about 20 minutes to get through to a consultant. The one consultant said that she would log a call for this to be fixed. She gave me a reference number that is only a number. No reference to my previous call on that number. Again, i hold the line for around 20 minutes to eventually speak to a consultant. Now there is long silences where i have to continuously ask if the consultant is still there. The last time i asked if he is still there, there was no answer, just dead silence! How frustrating! This is supposed to be a world class organisation!!! Can someone from Old Mutual, who would want to do right by their name, respond to this complaint and try to fix my problem, please?