Poor Customer Services - Cell C

I called the customer services department of cell c to verify communication that i received from them that look suspicious. Initially, i spoke to Mbali from the customer care department who complained about my bad line & dropped the call on me. She sounded like she was working from home judging from the background noise. My second call was attended to by Nathoto, who refused to give me a copy of my contract citing i failed authentication despite passing the electronic verification process. What's happening to customer service at Cell C - afterall we have been with them for over 20 years. Both my calls to Cell C took place today between 18h35 - 18h45 & both consultants rudely dropped the calls without even escalating to a supervisor for intervention, surely there is an escalation process in place.