Drive, tenacity and urgency - Is that 1 of the Discovery values?

Calling their call centre is a nightmare. My call was answered after 6 minutes, Zunaid then promptly put me back in the queue. I waited a further 6 minutes. Althea Andrews then took my call, she took my details and query. She told me to wait for 'a second' and put me on hold. She gets back on the line AFTER another 12 or 13 MINUTES - Apparently 'a second' means 12 or 13 minutes at Discovery Invest. I had HAD enough by then. She could not answer my query nor could she give me a turn-around time for the answer. I asked for a manager. Apparently no managers were available but Althea said she emailed her manager Takalani Phaladi to call me. Surprise, surprise, he certainly did NOT make the call back to me. My query still has not been attended to. This is deeply disappointing and embarrassing for a brand like Discovery which supposedly prides itself on accuracy, efficiency and service delivery. Is this treating the client fairly?