Bad Customer Service from call centre agents

<p>On the 7th of June 2016(tuesday) I called the cell c call centre wanting to do a sim swap.I spoke to a very impatient agent who explained to me she needed to ask security question before proceeding with the sim swap request.first question she asked was when was the last recharge,to which I responded im not quite sure as my wife uses my phone at times,I was about to say "but let me think about it" when she rudely interrupted me and spoke in a tone which was very condescending,she spoke down to me which was very rude.I asked her not to do that to which she rep**** she wasnt doing that,frustrated,I asked to speak to her manager,she then responded by smirking and saying "ok...hold on"...I then held for over 5 minutes(or less,I stand to be corrected) to which when I was put off hold,I was muted for a few seconds then someone came on the line,I asked the next person is she the manager,to which she rep**** no shes not.I asked her was I blind transferred to her,she rep**** shes not sure.I asked her to check notes of the previous call handler,to which her response shocked me as she said there are no notes.as a team leader myself,notes are extremely important.if one agent doesnt leave any notes on the account of a customer,it becomes difficult for the next agent to assist that customer fully as there is no indication of what happened on the previous call. The agent asked me the security questions,to which I wasn't successful due to my wife using the phone at times so I was unsure of the last recharge.she then explained that I was failing the questions,and that I should call later when my wife is around so I can ask her and get the correct information,to which I understood. What upset me about her was she asked me to stay on the line to rate the service,I stayed on the line however I was not transferred to the survey.now it is my understanding,whether that understanding is a correct or incorrect one,that if a customer hangs up,they cant rate the service however if they don't, they can rate the service because the agent must transfer the customer to the survey. I stayed on the line for over 15 minutes waiting to be put on the survey,however after a looong time,the phone was released without me even rating the service.I want someone high,not a team leader,but either an operations manager or divisional manager to call me to discuss what these two agents got up to and to further discuss my complaint as this type of behavior is truly unacceptable. </p>