Customer Service is SHOCKING and wait time in excess of 20min

My account has a security block on it and no one can explain why. I've had to send through verification documents and was told to call back. I held on for 22minutes for the ***** department. I then tried the call centre, spoke to a lady named Lettie Nthathe, who told me that she would hold on for as long as it took to resolve the query on her account and that the ***** department had a long queue. Also told me that ALL supervisors and managers are in a meeting (on a Saturday afternoon -wow)! Your customer service is appalling and it is Shocking that you find it acceptable that we hold for +20 minutes, without reaching an agent/getting assistance.