Unprofessional

Yesterday at 15:36 I contacted old mutual because I wanted to update my banking details but guess what I had to hold for 19 minutes before my call was answered then some one answered in explained to her that I'm running out of airtime but guess what she said she won't be able to assist in must hold for some one else. Then after 5 minutes some one answered I also explained that I am running out of airtime and she still asked me for my full name ID number address work number home number physical address email address. Wow then she asked me what she can help me with. Like seriously! I then asked her to put me through to her manager and yes I had to hold for another 6 minutes till I decided to hang up. This is unacceptable I work for an insurance company and even during heavy peak hours we have never had the client hold for more than 5 minutes. I'm very angry