Bad attitude from Agent

Good Morning. We weren't to Brits Mall to try make a purchase and card said "Do not Honour". We went to Ackerman Brits Mall and the Guy assisted us very nice by calling the Call Centre. We came through an Agent who doesnt have Telephone Etiquette, after authentication she just put us through a line without any explanation. Please teach your agent manners and how to handle a call. She should've explained why she is transferring us and give us the numbers of that specific department. The lady who recieved a call from Ackerman Brits Mall today at around 9:35 needs proper coaching and hope she doesn't treat other customers like that. Your agent failed so please explain what's wrong with the card and how can it be fixed