Terrible Service from call centre agent

I Called Ram to follow up on a parcel that had to be delivered to me today. I got through to a call center agent by the name of Franco Smit, after greeting me he immediately put me on hold. and did not give me a reason for putting me on hold, he did not even take my details down yet, I'm call center agent myself and would never give such customer service. He made me hold for approximately 3 min. When he came back to the call i told him what a bad impression that gives, he did not acknowledge or even apologize for that. I then asked to speak to another agent as i refuse to accept such service, he then said he will transfer me, to make things worse he made me hold again for another 3 min, to me it seems like he was just keeping me on the line, I have used you guys services before and it is excellent and efficient, this was the 1st bad experience and i hope my last. Please can this matter be addressed.