Poor Customer Service

Affinity call centre agent by the name of Lebohang was very rude towards us when we were reporting the accident that my husband was involved on it on the 20/04/2019. We called she said she will call him, the time it was 10:31 she didn't call him, until I called back 10:35 request the ambulance, the ambulance was sent. When I called again for the hospital to ask which hospital that are under their Affinity network, she said he can be treated at Mediclinic or Life hospitals (Bloemfontein) So I asked her why she didn't call him? Her answer was she's was she called however she couldn't get hold of him. I was asked her why she didn't return our asked for another number? Her answer was she BUSY with another phone calls, I felt so bad, felt like my calls are not important to her, I dropped the phone. She called me to tell me that she was very Busy with other clients. Time was 12:22 That was so un-professional, you cannot tell another client that you're busy with another client. I asked to speak to her manager maybe she's not busy because Lebohang she's busy. She said her manager she's off she will be back today. Her customer service as team leader is VERY BAD. Lebohang doesn't have communication s****s, problem solving s****s and she's was NOT taking ownership of her mistake. Instead she's was very rude, making noise at us that she called MR Ntoyi.