A very weak link in the chain named Dylan

I have been struggling with my Telkom line for a while for our business which has messed with my ISP provider, Axxess. I then get through to the lines department to ask for help and a guy by the name of Dylan "assists" me. I explain to him the story and he then proceeds to ask for my account number, so I provide him with the one I use to log into my control panel with. He then gets very irritated and asks again, I again give him the same one, after much irritation from his side we eventually are able to pull our account up with the landline number. He "explains" to me that the line is not active, I then ask what I need to do in order to get it active as the previous consultant I spoke to advised me that it was active. His irritation and sarcasm over the phone because I don't totally understand his lingo and what he is saying, becomes very clear and I tell him that I do not appreciate his tone and arrogance toward me and request to speak to a manager... well he just raises his voice. I then get asked to be transferred to the previous agent who helped me, Xavier, and guess what, Xavier was patient and was able to assist. Axxess, Dylan is a massive weak link and needs to get his attitude checked.