Pathetiv Call centre agent service

I recieved an sms that my account was handed over to the company Alliance by Isabella Garcia. I contacted the client service departments and the first consultant contacted, i think! it was around the 12/05/2021. I told the lady i was disputing the debt as i have never recieved any statement or correspondence in the past 3 years from the aforesaid company. The lady confirmed she will send communication to Isabella Garcia. On the 14/05/2021 i recieved an email from Chinene Kukard from Alliance advisng on the outstanding amount. I decided to contact Alliance on the 18/05/2021 just to discuss the account. T At the time, i wanted records from Isabella Garcia confirming that correspondence was sent to me in the past 3 years. If there was, i was actually prepared to pay the debt. If there is no record then the debt would be prescribed. When i called your contact centre, a gentleman answered amd said the lady who is handling my case will call me shortly. Then he asked me to wait i could here hin on the background shoutIrene names name. He said "chomi or "IRene," something like and said "its that lady". Already you can tell that i was the discussion of the topic based on his tone. He came back and said she will call just now. Indeed! She called . She said she can see i am disputing the claim and why am i disputing? i told her my reason. She kept interrupting telling mei know for a fact ,that i took the products so why dont i pay .So i said i cant confirm or awknowledge the debt as i dont have any record of Isabella Garcia ever contactedcme. She basically said i qoute"you have lots of money , you okay, so meaning you wont need debt in future and started telling other things and that they going to list me on Itc. So she eventually got annoyed when i said, i am not worried i can contact Tranunion,Compuscan etc and dispute the listing as it would have been done ********ly if the debt has prescribed. They need to write off the debt. She got annoyed and asked me why did i call then in the first place. I said because i got an email from you guys. She said ignore the email and ended the call abruptly. My complaint is the following: When she called and interacted with me, she immediately spoke Sotho as if i am her friend and assumed that i will understand the language. Now who said i am Sotho speaking? Why didnt she ask me my language preference? She kept disrupting me in between as if it was a arguing competition in between our ocnversation. I could not in utter the option i had in mind. She made me feel so small as if i am a ********, just be cause i exercised my rights and she basically patronized me and my intelligence. I could even tell her what info i was looking for,before i can awknowledge the debt. First of all Isabella Garcia is your client. You were tasked to collect a debt from me, so when i get a call from you agents ,they need to note that i am also a client as they are servicing me. No one has a write to speak to you in a bad manner or undermining manner,no matter what the circumstances are or how much debt one has. She was not friendly and her telephone etiquette was pathetic to the core. If this is the type of people you are hiring , then its shows that your company is a circus. I called again and a lady called me back on the same day after i refused Irene to return my call. The lady was polite and proffesional she went as far as giving me Isabella Garcia's contact number and apologizedon behalf of Irene. Eventually i gof the info i was looking for, from Isabella and thereafter i called your call centre again. I spoke to Elize Teunissen she was so polite ,professional and even went as far as apologising on your company's behalf because of the treatment. Elize requested the settlement letter for me . I have since settled the payment as promised and emailed Elize the proof of payment this morning. My point is Irene needs proper client service training and telephone etiquette skill training. My request is that, you pull the call recording and listen to the quality of that call. You will understand why i am upset. I work in the client services environment and actually go as far as doing RCA's. Her conduct was just a service failure and its not a process issues but behavioural.