Is it hard to listen before you act?

Please can Javin from capping learn how to empathize with customers. This lady took my call and without even hearing what I was going to say she wanted to end the call because I'm not their client. My aunt who is an elderly person has been panicking about her debit order not going off from her account since the 4/05/25 till now. She went to the branch and was not assisted. They asked her to call this number, I called in to ask if they can call her cause she is panicking that her debit order has not gone through. But to my shock, this lady wanted nothing but to hang up before she could hear what I wanted to say. I had to tell her "I know I don't have an account but I have an elderly woman who is your client and trying to find out a reason why her debit order hasn't gone out". Guys I am only trying to help my aunt who doesn't have airtime to call you. I wasn't asking for you to discuss the account (POPIA). WAS ASKING FOR YOUR HELP TO ASSIST HER. Please can we learn to listen first to our customers before acting. This is no way of treating either current or even potential customers.