Call Centre Waiting time on a call!!!

I though this thing of holding on a line for more than 20 minutes for a consultant to answer was a thing of a past, not with SANLAM though, how busy can you be?... I called to follow up on my request for the Education Fund withdrawal, I held on for almost 20 minutes, when the lady by the name of Noxy/ Noxie answered, she just said "Hi, you are speaking to Noxy", after that she kept on saying "Hi", Hi' 'Hi' as if she was not hearing me, not sure if she was.... next thing she was just chatting on the side... I held on for another 5-8 minutes just to see if she will attend to my call but she didn't I ended up hanging up because of the frustration. I don't believe there are such call centres that makes their client hold for long... I never anticipated for such service. I also don't understand why your voice machine is in Afrikaans, I never opted for Afrikaans, my home language is IsiZulu, its either that or English because I do not understand Afrikaans. Please fix the waiting time, you cannot have client holding the line for more thank 3 minutes, hire more people please.