A rude agent who is hyped and undermines clients

I was contacted by a rude Lulama who think she has more knowledge than anyone and refuses to hear the client's side .So because she is explaining about my condition and I was shocked to hear from her where as I went to the clinic twice but was told they have not gotten results from the lab .At the end of the call instead of us concluding she says bye Bongiwe I will refund you I ask is there an email I can send my cancellation letter etc she says no need to do anything Bongiwe I will pay you your money in 10 days .Lulama is rude full of herself undermines clients