Unprofessional service

If I could have given a no start rating, I would have. I called SARS this morning for a very important query regarding a refund they owe me - which I still have not received. After waiting on the line for more than 30 minutes, the operator who finally assisted me listened to my query and started talking to other colleagues in the background, and signing in my ear while on line with me. Every time I said "hallo" to see whether she hears me or not, and asking whether she is going to help me or not, buttons from her office telephone got pressed in my ear and eventually the call got cancelled. This is very unprofessional and I would like to make SARS aware of this.