Bheki Sithole is a narcissist who shouldn't be dealing with customers

I've been sending emails everyday this week asking for a status on a 3rd party claim and no one was responding to my emails. So today i decided to call Bheki the guy handling my claim. First he hung up on me (intentionally) so i called again immediately. My greeting was Hi Bheki can i give you my claim number like i did on the first call and he rudely says "thats not how we do things, You must say hi Bheki how are you" and he has this long dialog on how i should greet him. After that he was just rude throughout the call. I asked him how long does it normally take to process a claim he says as long as 6 months he's waiting for Edcon to pay. How do you keep a self serving narcassist in your company for so long even worst to deal with customers and then have the audacity to say you provide exceptional customer service.Why does Bheki think he can speak to customers the way that he likes. I dont have to ask him how he is because i dont care. You don't have a right to hang up on customers because you dnt like the way they greet you. Do you even QA these calls or you just let the likes of Bheki Sithole run wild like they own the company?