bad customer service and bad attitude

I called into cellc today and wanted to lodge a query and be refunded for something that is not my fault.. i cant understand for the life of me why i as a customer have to phone CELLC AND REMIND THEM THAT I AM A CUSTOMER OF THEIRS AND THAT THEY MUST DEBIT MY ACCOUNT. I SPOKE TO A DAMN RUDE AGENT THAT HAS NO FOCKING CUSTOMER SERVICE EXPERIENCE BY THE NAME OF LIAM WHO TENDS TO BE RUDE AND WHO THINKS HE HAS AUTHORITY OVER ME... APPARENTLY I CANT BE SENT AN SMS AND HAS NO REFERENCE FOR THE CALL MADE. Its not the first nor the second or even the third time this happend..it happend to my partner and her query was sorted out.. need feedback FROM A CELLC REPRESENTATIVE ASAP