Not so good service

I called standard bank on 27 January 2023 on ***. I was following up on an online loan application that I did on the app. I spoke to Janay.I immediately informed her that the call was for loan application that was done on the app in case she needs to transfer me to someone who deals with such. She then made me do security check and every time I finish responding there were long pauses from her side I could also hear other consultants talking and I was struggling to hear her for most of the time. The pauses in between the conversation as well as me struggling to hear made the call very long. What was more frustrating was the fact that after spending almost 25 minutes with I didn't get much update other than what I already knew. She told me that she'll escalate my query to online. I'm not sure how banks work though but there should be more easier ways of assisting customers quicker than spending so much on the call whilst basically talking to a wrong consultant.