No customer centricity

My call was received into the ABSA trust call centre before 16:00 today 20/09/2019 and taken by Rinalda Tellie. I was informed that their systems are offline, when questioning what time they close I was told 16:00. It seemed odd to me that there were system failures/issues just before the call centre was closing. Upon probing this I was told that the agents machine was shut off and she could not assist me. If my call was in the Queue before 16:00 awaiting service, how is it that an agent shuts down their machine before taking their last call? She blatantly refused to assist me until I continously insisted on speaking to her manager as I had been waiting on the phone before their closing time. I do not feel that it is the customers problem if a staff member is waiting to go home and enjoy their weekend, if this is the case, the lines should be closed before the actual end time to allow the last calls in the Queue to be attended to. I believe this is extremely rude and totally not customer focussed/centric. Now I have to wait 2 days for an answer to something that she could have told me if she had kept her machine on until her last call.. felt like I was dealing with a government department!!!!!!