25min wait

I was standing in a store in Sandton City trying to pay for my goods at the counter and my card would not work. I proceeded to phone the call centre only to wait 25min until someone picked up!!! I told the lady my issue and she said please wait I will transfer you to another consultant and I specially asked her if I am going to hold again and she said definitely not however I got transferred right back to the main welcoming message. This was humiliating for me as my card would not work and my bank who I should be able to rely on were not there to help me. This kind of service is disgusting!!!