Std Bank customer service wasting customer time and money

Called their service desk to enquire what to do to pay directly into home loan account. I held on for 20 min to get service then the person tells me I need to call Std Home loans as she is not empowered or equipped to assist. How many Captains does Standard bank have? What happened to a single point of customer entry? What happened to efficient customer service? What happened to serve the customer productively? What about not wasting my time and money?