Call centre agents putting clients on hold for no reason

This complaint is for wesbank cashpower loans direct axis, I called this number: (021) ********** at exactly 10.31am, on 31 May 2018, went through that whole process of choosing option 2 and then putting in my id no, got through to an agent, sounded like a coloured girl, she was talking in the background to someone, and she put me on hold, I was on hold for a minute or so then I dropped the call, and HAD TO GO THROUGH THAT WHOLE PROCESS ALL OVER AGAIN, please have a look at your call centre agents, I worked in the call centre and I know agents to do to get a break off the phone, and if this is the case that call centre agent needs to be reprimanded, and I am sure your technology will let you track and trace my call, I would like feedback if you manage to investigate, my id no is ********** 073089.