no joy from VAF department, holding for over 10min +

yesterday my sister called standard bank VAF department, she was holding for +- 20min, i didn't believe her until i tried it myself 10 min holding all i heard was the irritating music and "all out agents are busy" can we not have dedicated people who will handle cases and regularly send updates to the customers? i am acting on behalf of my sister since she is not getting joy calling. can we have someone call her and assist her with the contract as she needs to confirm 1 thing. - lump sum was deposited however her account is still being debited.