Pathetic/arrogant service-is it because I'm white?

I suffered from debit card ***** last week - ABSA ***** told me that someone would contact me within 24 hours which didn't happen. This morning I called ***** and spoke to the rudest, most ***********, arrogant customer service agent I have ever dealt with by the name of Jewell. I gave him my reference number and account number but he told me I need to open the ***** case at the branch to which I responded that the case was already opened with ***** telephonically. He kept repeating the process to me. He is useless. He was so arrogant - he is clearly black and I am white. If this was the other way around I would be told that I am being rude and treating someone with such contempt because I am ******. Well it is clear that I am being treated like a second class person because I am white and I am sick and tired of getting treated like this with poor service. I told him that he is being rude and he raised his voice at me insisting \no no". I asked him whether I could speak to a supervisor and again raising his voice he refused! This is pathetic! ABSA - I want Mbali who is handling my case to contact ME - I will NOT waste more of MY money to fix this and get treated like I'm worthless."""