WesBank call centre unresponsive waited for over I hour

I received an email from WesBank Governance Facilitation department on the 23rd of November 2021, relating to a incorrect charge on my account *** regarding my 2006 VW Polo 1.6 Comfortline, I can appreciate the honesty, integrity, ethics to identify and acknowledge a problem and make contact to resolve it, however, due to the large number of ****s these days I was very reluctant to respond to the phone number and email address included on the email, so I decided to phone West Bank's head office call centre for further information and assistance, get it straight from the horse’s mouth so to speak. When I phoned I was told that they were experiencing high call volumes, that’s ok we do understand these things happen, and Covid has given every company an opportunity to downsize and work from home. But after going through the prompts and speaking to a warm body, which took no more than five minutes, I was then put through to the relevant department that I needed to speak to about this email. I held on in the call centre cue for just over an HOUR! I have a screen shot to prove it, waiting for someone to answer my call and help me with my query. It is utterly deplorable for a company the size of WesBank, with all the finance and experience and technical systems behind them, to have such a shoddy call centre system. It completely escapes me that they cannot spend any kind of money on a system that will flag calls that I've been in the queue for longer than a finite period of time, and hour is utterly ridiculous. I have worked in the PABX industry and know how a good auto attendant and call centre systems should, and can work if implemented correctly. I have also been the technical ops manager for a company for over 5 years specialising in mobile banking systems, and can promise we never let customers wait in cues for more than 15 minutes no matter how busy our call centre was! Even if it meant interrupting a call with a client to answer another call in the cue, acknowledge the client, and how important they were to us, let them know we are having higher than usual call volumes, and escalating them to our supervisor. Our system hunted all the available lines in our system for available call centre agents, if nobody was available it would start a timer, if they had no response within 5 minutes it would flag via, email and sms our call centre supervisor, if they weren’t available or did not respond within 2 minutes, it would connect to me, the technical ops manager, if I was not available then to our IT manager and then our National Service director himself, this all took place within the initial 15 minutes of their call. If it was still not possible to respond to the client, the client was given a prompt to hold for the supervisor and the loop started again, or leave their details and the system sms ed their details to one of our field technicians to respond directly. WesBank you really need to get your system and call centre sorted out. After an hour waiting for help, I’m still no better off than I was! WesBank can phone me and they can tell me what the problem is on my account and how they will be resolving it for me, and I will happily waste an hour of their time instead.