Pathetic customer service

Your customer service is disgusting to say the least. I phoned this morning requesting my policy schedule and policy alteration form, your agent Charity Phiri makes me to hold on the line for 8 minutes, I am telling her that I am running out of airtime , she has my details so must just email it to me, she is refusing telling me that its busy if I hang up she will not send me the requested information because another call will come , what nonsense id this? why must i hold on the call while she has my details , she is even saying the system is slow but is expecting me to hold on the call. Indeed, my policy schedule was not sent to me. Even when I was holding she would even bother to tell me what she is busy with until I ask if she is still on the call why are you employing *********** agents on you call centre and you call this customer service? this was not the first I requested my policy schedule and it would be sent after the call because it takes a while to generate it. I am going to register a formal complaint for this.