Reference Number Outstanding for ***** Case

I sent a suspected ***** concern email to the Standard Bank ***** Division after struggling to get through to them telephonically via the 0860 number from the Bank App. I received an email response asking for the bank card number and my ID number. At the end of the email they shared a contact number I should use to call them, I did a second call attempt and stayed on the line for nearly ten minutes with no one answering the call even though I was the first on the queue according to their automated queuing system.

My concern here is that I didn’t get a reference number to use when following up on the matter. Out of desperation I had to move the balance on the card to another bank.