Poor service provided to the Vulnerable

My 89 year old Dad has been trying to call the contact center at Old Mutual for assistance with his pension policy. He was on hold for an hour each time he called through, he then asked if I could call on his behalf and I was kept on hold for more than an hour while trying to work during the time the call was on hold. This kind of service, looking at the kind of clients that you service is unprofessional and cruel. The elderly are more vulnerable, my Dad is not in the best of health and for him to be expected to stay on hold for 60 minutes at a time. Shocking service, what a bad experience for a pensioner!