Section 14 call center service is atrocious

I had to deal with an exceptionally rude lady that keeps on putting me on hold for 15-20 minutes at a time before I could finish speaking with her to understand their processes. We sent the requested forms exactly how they needed and 10 working days past their 10 working day turnaround time I thought I would call to find out what is going on. First it took her 15 minutes to tell me I should send the password protected forms to another email address than the normal section 14 email address(I still don't understand why they don't just forward it to the correct department or communicate this to us over email beforehand). Then I requested her to escalate the case as it's 10 working days over due, in a rude manner I was put on hold again for 20 minutes. Now I'm still on hold after 45 minutes on the phone just waiting for a email confirmation of this being done. I've been on hold for this for 15 minutes already.

The consultant's name is WENDY BUTUMELO LUDZIYA, feel free to hang up and call to get to another agent when you get through to her.