Poor service from Private Banking team

Called Standard Bank today to get cellphone insurance after getting Zero assistance from their private banking team as I am private banker. I spoke to Gugu who stated Standard Bank does not offer cellphone insurance. This despite a confirmation email from Neo that they do and apparently they have been trying to call me which is not true and a typical response from them when you query their poor service. So I then asked to be transferred to Private Banking and spoke to Cynthia, Cynthia said she will transfer me to the cellphone insurance department; after 8 minutes of waiting she came back to say my banker was unavailable; quite odd as she didn’t mention transferring me to my banker, after I pressed her on that she then said she doesn’t want to keep me waiting and simply hanged up on me, I was then taken to a menu to rate the service which I did rate it because it was poor and sort of a no caring attitude. The total call duration was just over 22 minutes including from Gugu to Cynthia.