disappointed

I'm literally so appalled with the service i have just received from a consultant at capitec, i called in and advised the agent that im not able to reverse a debit order on the app, i also begun to explain that i had cancelled a funeral policy i took out under capitec a few days after it started hence the reason for me wanting to reverse the debit order, this *********** agent didn't even ask for my credentials he just asked when i cancelled the policy and when it went off, then i told him and he told me no i cannot reverse a debit order before i cancel the policy, what garbage is that??? i then explained to him that there is a cooling off period so i should be able to get the premium back he then kept quiet and did not respond to me, then he dropped the call. how unprofessional is that?? the call was about 10 mins ago, i cant remember the name of the person. I'm so disappointed