Horrible service

I called the customer care at Cell C and spoke to Keketso or Keletso, to confirm debit order changes I’ve requested sometime in August to ensure that there’s no default on my premiums going forward. I could not get the help or confirmation I needed as she told me she cannot stay long in the call, she dropped the call on my ear without helping me. Rude!!!! Am I supposed to be at fault should Cell C collect their premium from a wrong bank details?