Bontle from City of Johannesburg customer care gave me BAD service!

Yesterday I called 10177 (Ambulance services) at around 5:30pm, I requested an ambulance. At around 6pm when I called in again I spoke to Bontle, who was EXTREMELY rude. She was very sarcastic when explaining to me that the ambulance takes time since "I'm not the only 1 that needs help, I need to wait". She made a funny sound and when I asked what's that sound for she ignored my question. I asked to speak to her superior because of her rudeness, she never placed me on hold all she could say was "Claire this lady here wants to talk to you", I don't understand why am I being reffered as "This lady" since I introduced myself at the beginning of the call. Claire (The manager) didn't come over, I was given someone else. I asked how is Bontle going to be escalated I need to speak to Claire. She gave the phone to Claire who gave good service and asked me to send an email so that they do an investigation. I fail to understand why was I given bad Service because We pay for ambulance to transport they not offering a free service. Had she explained to me in a polite way without making any funny sounds of being annoyed on the phone, it have been better, had she transferred my call to the dispatch department it would have been better.