Call centre agent

Standard babk funeral department is the worse call centre, after holding for over 20 min, a lady answers my call, I explained my query-no explanation whether she is transferring me to another department-she just said hold for that-then put me on hold for another 15 minutes until i have to hang up-it is within my right to know if she can’t assist me and will transfer to someone else who will assist me-WORST CUSTOMER SERVICE I’m sure you can do better Nontobeko