Very rude staff

I was contacted by a lady by the name of Ziyanda Twala, to upgrade my contract that expires in May. I told her I would not be upgrading and that I would like to end the contract. She told me I have to phone in to cancel, so I asked her if she cannot send the request on my behalf..... long story short, she got very upset with me, and extremely rude to say the least, and what worries me most, she doesn't even know the phonetic alphabet - I always assumed that was part of basic telephone skills/etiquette in a call center? Please go and listen to this call and coach the agent accordingly. And make a note to cancel my contract on expiry date!! I assume 2 months notice is sufficient? You are also in breach of the CPA to contact me for marketing, as I am registered on the National Opt Out Database