Slow service

I went to Fourways Crossing branch to request a Tax certificate for 2015. When the information was not emailed to me as agreed I decided to call the help line on my home loan statement. I waited 28 minutes for my call to be put through to a consultant. When I did eventually get through the consultant was very helpful only to tell me that the wrong year was requested and was not emailed to me as agreed but sent back to the consultant at the branch. She put in an escalation request but the phone cut off before she could give me a reference number. I have called again and am now waiting for my call to be answered. I assume I am going to wait another half an hour to get a reply. Surely Standard Bank can help their customers within a reasonable time on the phone. Who has an hour to wait for service?