Pathetic service

On the 13 July 2022 at 15h45 I made a call to old mutual using *** and a guy answered and I was not able to get his name. I called to check for a progress on a withdrawal that I requested on the 06 July 2022. The guy did all the security questions and I explained what my query was about. He then told me to hold on I waited over 15min without anyone coming back to the line Eventually he came back and I asked him why he had to make me wait for so long without updating me. He explained some processes that I could not understand and then told me to hold a line again someone will ask some questions and tell me when the withdrawal will be processed. I waited for another 5min then I had to cut the call because this whole enquiry was now gonna be costly since its about 25min of waiting without being attended.