Kotak Mahindra Bank — I am complaining about the call on hold for a long time

I had raised a complaint of my jet airways refund with kotak as they played the agent role here in the booking of my flight tickets, and called them for status update but they place my cal on hold and never return. My card was charged and kotak app was where i booked my tickets from, yet no services given to me for my refund. And on top of it they are behaving this way