Customer Service department doesnt behave like they at work

I called in cartrack maintenance this morning wanting to my vehicle to be removed from maintenance everything went well, agent was professional and helpful, i asked to be transferred to customer service for some enquires, i was transferred and the agents were chit chatting i kept saying hello more than 4 times no one was attending the call.Dimakatso- and her mates kept going on in the background for almost 5-7 min then when eventually they saw a call Dimakatso was on the line, that's unprofessional having to her their non work related conversations. she just said hello not introducing her self, i had to ask her name, which i know in a call centre you introduce yourself to the caller,i mentioned to her iv been on the line while they chit chatting and its my airtime that im using, she said she was looking for her earphon, which i was confused cos before u log in on any system in a call centre u ensure earphones are pluged and so forth. Such behavior is rude. Your agents nid to know they at work.