Poor attitude and lack of comprehension of query or request from client

I called into the Absa Personal Loans centre today at around 13.15pm and ask to be connected to the collections department. For some reason I was being asked if it's new application I have to go to another department; I was irritated by this and told the consultant all I asked is to be connected to the collections department for personal loans to query an amount.

When I was connected, i was told by the consultant I called earlier in the day, which I confirmed but also said my call got disconnected and no one got back to me. The consultant still further went on to state the call was not disrupted (even though my query was not about whether my call earlier in the day was disrupted or not, all I asked was to confirm the amount that would be debited off my personal loan account for the month). Despite clarifying this, the consultant gave me the wrong information for the debit date and amount, I proceeded to inform her that the information is incorrect and she must check again; after putting me on hold, I was subsequently transferred to a completely different department which had nothing to do with personal loans.

I am not sure how such an easy query could not be resolved and could not understand whether the consultants today are too high on something that they couldn't understand a simple query. This really is frustrating and does not bode well for a big bank like Absa in terms of client service.

Since when do consultants argue with clients when their queries are not being resolved?