Ridiculous customer service, it’s appalling!!!

Last week I had 2 transactions ********** made on my RCS account at midnight , I logged it immediately the following day, after having to wait 20min on the call for someone to answer. I was requested to send paperwork which I did after the call. 4 days later I called in to confirm receipt of documents, once again had to wait 20min on the ***** line for assistance. A few days later I get an sms to say the ***** investigation is complete, get a new card at a store. I sent an email to ask, who and how was this ***** committed and how will it be avoided in future, I still await feedback. I go to the store… the teller takes my id, I sign 3 times on a page and I’m told I’ll wait 20-45 min for someone to answer, this is ridiculous!!!! I wait anyway for 25min, the agent tells the teller the signatures needs to look the same and it doesn’t, it needs to be resent. She asked the agent to do the verification in the interim since iv been waiting so long, whilst I quickly redo the signature and he/she says no they need to call back!?!?!? In what world does that make sense!!!! It’s ridiculous customer service and must be addressed. You need to look at your how your call inflow is managed and how to be more efficient on your processes!!!