Cannot speak to anyone on hold being passed from one keypad to another

I went to the branch because my card expired the person I spoke to showed me im being debited twice for 2 policies he called the call centre but they debited twice again i called and was on the line for 6 min and 22 sec trying to get through to someone I swear South Africa is the only country that makes their clients pay for calls and its never about the clients their accounts are debited they have to literally do the legwork themselves to resolve their own issues