How can 1 staff member be so utterly *********** and the other amazing?

Needed to do a sim swop because my sim supposedly got damaged whilst it was in my phone? Anyway, not the point. 1stly, if u do a sim swop at the store its +-R150, via call centre its aR50? But i digress. So I spent 13minutes on the phn with Solva Maluleke going through security questions etc. Thn she had to send me an OTP. Bear in mind the entire conversation was parrot fashion. So my phn cant be used for obvious reasons so i phoned from my husbands phone. She asks me if i have access to a 3rd phone cos she can't send it to the number that I am currently speaking on! Absurd. So if i didn't have another handset she in her parrot fashion would have told me she's unable to assist further. Anyway, so i provide her with my daughter's number and no OTP is forthcoming. All she could say to me multiple times was you will have to phone back. Was she hearing herself? 1. I need to phone back and go thru a 13 minute security check AGAIN! 2. If the OTP did not come thru the 1st time why will it come thru when i phone again? And all she could say was I need to phone back. Asked for her supervisor / teamleader, Zweni. Said it would take 2 minutes to track him down. Thn i requested that he phn me on my husband's no. Guess who called? Absolutely NO ONE! No surprise there. After taking a very deep breath I phoned again. Thankfully got thru to Alicia Olivier. What a pleasure. In a few mins security check was done and guess which number she sent the OTP to? The same one I was calling from. So, give Alicia Olivier a raise/bonus/promotion. As for the other 2, disciplinary / training. Not sure it will help them though. Good luck with building your brand with staff like Solva and Zweni! And let me guarantee you when they see this post they're going to try and phone me on my number which will take 24hrs to be activated.