Bad telephonic manners

First I called to require about insurance benefits. I was advised over the telephone to go to a nearby store. When I arrived at the store, the printer wasn't working, then back again to phone call. The manager of the store was very nice and even did the phone call for me. I was advised I will receive the email within 2 - 5 minutes. After 30 min i phoned again, the 2nd person on the phone advised that he will send me the documents within 5 minutes. 2 hours later I was still waiting and phoned again. Then an extremely rude lady answers the phone, wanting me to go back to the shop where I was earlier. She then said I will receive the required document 24 - 48 hours via email. Whilst I was still talking to her, she shuts the phone down.