City of Cape Town - *********** Call Center Agent "Lynette"

I called into the contact center on Saturday the 03.08.2019 to report two light poles that is not working in my street (Metern Crescent Dennemere Blackheath Western Cape). Which i thought will be a quick call turned out to be a nightmare when i was first struggling to get through to an agent and when I eventually came through to someone I was assisted by the most *********** agent i have ever dealt with (Lynette). After explaining my query, Lynette told me she cannot assist as her system was offline and I will need to call back before 14:00pm as this is there closing time. I informed Lynette why cant she just take all the details and log the request when the system is back up and her response was they an inbound call center and when she put the down another call will come through which i understand. I asked her if she does not have a function to go on not ready to avoid calls from coming in to lodge the query when the system is up and running, which she responded no. I then asked her to take down the details and give it to her Team leader to once the system is online as i do not see why i should call back again. She rudely responded by saying you do not have to call back if you don't want to. This statement made me so angry i immediately requested her to put her team leader on the line and was placed on mute till the call got disconnected. Determined to get the query sorted i call back and got through to the same agent again and requested her to put me through to her team leader again which is Mr Jacobs according to the agent. After holding the line she came back and advised me her team leader is on another call and will call me back (which i can understand why he is on another as your staff creates irate customers , seems they do not want to work on a weekend). I received 2 calls later the afternoon which i assume is from Mr Jacobs,however both these calls was silent. I kept on greeting and no response. This is my first experience with the City of Cape Town call center and the service received was really pathetic and unacceptable. Your agents are unwilling to assist and lack pro-activeness. Looking at other reviews about your contract center staff this seems to be a trend and looks like nothing is being done....