Awful service from agent

I currently have a refund query that's being investigated and handled. However, I received a call from Debt Busters this morning and missed it because I was in a meeting.

I called back to the call centre at 12:31 pm, was advised that I was following up on the callback I received, and asked if I should provide my ID. The agent I spoke to immediately stated that he could not help me as he could not check who had called. I understood this but asked if he shouldn't be checking the account to see if any note was left, as I have a refund query. He pushed back and said he could not assist. I then explained that I, too, work in CS and usually take a customer's details to verify them. Hearing this, he immediately dropped the call. I called back at 12:32 pm and got through to him again (I did not get his name as I couldn't make out what it was), and informed him that he dropped the call on me whilst I called regarding a callback I missed, he again refused to help me. I asked him if he could take my details to verify and check this, as this is CS 101. He refused again and said I might work in CS, but do I work for debt busters? I then asked for a manager, and he transferred my call to another agent, Ayanda. I requested for Ayanda to follow up with Aneekah regarding my refund query (she is handling this; I received comms via email and confirmation of this) and also asked for his Team lead Geraldine to listen to my two calls at 12:31 pm and 12:32 pm and provide me with feedback on the next steps regarding this.

I usually do not escalate, as I understand that being a CS agent is challenging; however, this was an utterly awful service experience. This agent was extremely rude and horrible towards a client. This attitude cannot be left unaddressed as this agent represents the business.

I'd appreciate feedback on this matter regarding this agent.