DStv - Loyalty rewarded with total disrespect

A simple request to swop main and holiday home service could not be done. Call centre agent simply at some point put the phone down on the desk. We could hear chatting in the background. After more than an hour’s call my husband hung up. I called from another phone and after a more than 30 minute call the agent escalated a technical issue. This agent followed proper protocol, put us on hold, came back on call to give feedback etc. It is clear that the other agent is playing the system - by not putting the call on hold, her call log and stats would suggest that she dutifully assisted a client on an hour long call. This is also not the first time this happened. The calls are recorded - I dare you to listen to it and hopefulle start rooting out the rot… or if you think this is OK, let me know so I may cancel my 20 year long service and save a large subscription fee every month. Utter disrespect!