Pathetic customer service

I just received a pathetic service from one of the schedulers Jonathan.. It is my job to call Head Office and check the status of the client's application which is confirmed by scheduling department. My very 1st call Jonathan just shouted at me and Told me to wait. I fail to understand what is the reason of the person answering the call when they are not ready to assist. It becomes worse when one has to shout and tell you to wait like how I have been told. I believe in excellent customer experience at all times which gives growth to the business.