Poor customer service!!!

Im so frustrated! I was told by die agent that he only takes messages so a message for the funeral policy department to call me was left... a week later still nobody called me back so i called Standardbank again.... I started calling at 11H00 in the morning and after spending R110 on airtime just holding on the line with no one taking my call i hung up. I continued trying to call up until 17H00 and still did not get through to the relevant department. I decided to send an email and still haven't heard anything from the funeral department. I honestly cant imagine how a claim would be processed if just trying to get hold of the department is already such a big frustration. Im honestly considering changing banks.