Bad customer service skills

I have upgraded my contract with Cell C on the 18/02/2015 and called in again on the 19th to change the package but keep the same phone. Priscilla in their upgrade department told me\ How will She do that as i have already upgraded". She was not willing to help and that is when i asked to speak to the supervisor. I was told the supervisor is in a meeting and i should wait on the line. She then proceeded to put me on the line without even asking me if it was okay."""