Poor Customer Service - Call Centre & General

I called the Call Centre (***) at 20:11 on 26 February 2020. I listened to all the irrelevant pre-recorded messages whilst holding to speak to an operator... I heard several times "we are experiencing high call volumes".... at 20:11? Really?!?

1.) I pay my banking fees and have money invested with you. The fact that you are experiencing "high call volumes" any time of day is not the problem of paying customers. If you cannot provide the service customers are paying for - you need to sort out your customer service.

2.) After holding on the line for 11 minutes and 25 seconds: I ended the call.

Reason: Around 10:00 minutes into the call, the continuous "pre-recorded bla-bla" ended and the line just went silent... I looked and I was seemingly still in a call. Yet, dead silence on the line. No "bla bla" and no-one answering my call. I yelled out... not knowing if someone is at the end of the line ignoring me or if the pre-recorded "bla bla" just ran out... I still don't know... and left very frustrated.

I then ended the call. With total silence, no-one answering my call and zero assistance otherwise... What am I to do if your Call Centre is not answering phones??

This is just poor customer service.

As a Standard Bank client (since around the mid-1990's) I'm very disappointed with this dismal service you offer these days.