Terrible work ethic

I called my servicr provider cellc this morning asked for a statement.the lady helped me 100 %.but i had a question regards to the statement i got.so i called in again.i said all the questions that i needed to then the agent tells me she must repeat them because i aaid them and she must ask first .this is not the 1st time i have said them all and there had been no issuss until now.not only did the agent waist my time.i got anoyed. Then i caled in and asked to speak to the manager .was told she is out.i asked to speak to the team leader she was also out.is this how cell c office works or do the agents just like to waist customers time. When someone calls in they call cause a fast answer is required not to be on tbe line for 15 blady minutes . The service at cellc with certain agents sux.