Terrrible phone etiquette ! So rude

I phoned capitec bank to make a payment arrangement and they agreed it is fine. Made payments for 4 months . No issue by the fith month I get a section 129 notice. I phone them again to enquire where Thabo picked up the phone and I asked him questions which his reply is " mam i dont know what is so difficult for you to understand? How many times do you need capitec bank to explain stuff to you or cant you listen properly .... Myself and my partner separated and I did the honest thing to make qnd arrangement which thabo said it is no use as this doesnt help so he cant understand why I pay that if it is not what I need to pay in the first place. He even asked why did a take money if I am not willing to pay ! I pay what i can afford and he made me feel so unworthy and hia comments is absurd ! I requested a call recording and he said no they can't ... As a mother with two kids I feel sooo violated after that phonecall and Thabo and his teamleader both were so rude and have no mercy as to what any person is going through . . Even went so far to ask me in detail why myself and my partner seperated...i am so disgusted by both of them And I have been banking with them since 2013 , but now I feel like I no longer want to bank with them if this is how they treat their clients....