bad service from standard bank

I phoned the cellphone/internet banking division on 27th october 2015 and i spoke to a lady. I explained what my query was and she said she is transferring me to the authorisations department as they are the ones who will be able to assist with my query. Eventually someone answered the phone at authorisations department and i reiterated my query from scratch then this lady said to me no, the people who will be able to assist me is the self service people and that i must stay on the line while she transfers my call. I was holding on for more than 20 minutes when someone eventually answered, i explained my query to her and she was about to transfer me somewhere else when i asked her to how many people am i going to be transferred to before i get help. She was very rude to say the least. Said her name is Samantha and she further put me on hold and when she came back she told me that i am going to be charged a ridiculous amount to trace my transaction. What amazed me was her 2 colleagues that i spoke to before her were able to pick up the transaction and she was not. Service was terrible...horrible