Telephone etiquette.

I have just received a really disturbing call from Khuselwa(if I can remember correctly) and honestly I'm shocked at her telephone etiquette when talking to clients. Firstly I know that my account is in arrears, I was going to pay the remaining amount this weekend/ when I received my next statement as I have been having some issues. I did not appreciate the lady's tone and language towards me. Is there a new policy that you lock people out of their apartments, is it legal? Can someone please call and explain it to me as I am confused.