Poor service

I called the standard bank customer service on 25/10/2018 08:47 the number i called was ********** 111..They transfered me to the lady consultant as i wanted to early redemption on my 32 days notice..I was on the call with her for about 20 min in betwenn holding..I successfull passed the sercurity question..I hold as she was busy processing my request ..she later told me that her system is still saying processing and she tried on other 3 consultant still the same ting and advice me that I should go to the branch to so that they can help me there..I asked here if she can try again at around 12 and call me back since i m not in the position to go to the branch today cause I m attending the training ..He told me their system is not allowing them to call the clients back..I told her the last time I did the same redemption telephonical i got cut off and the guy called me back how come she is not able to call me back.

I dnt know why it was difficult for her to call me and we try it again telephonicaly..According to her i m suppose to leave trainning and run to the bank???

Please advice if realy calling the client back is not allowed esp in case that the is a system problem or the client must call back 100 times to get of the systems are fine