Call center very rude consultants

Good day

Yesterday i spoke to a consultant named phiwe in the oncology department regarding a script that needed to be to adjusted for oncology medication.He advised me that he did the authorization has been logged and that he will call me back and advise when i could collect the medication,I waited he never called , This morning i called in again and got through to him i askes him why he didnt call me back hes voice changed and he became rude over the phone , i then askwed him to transfer me to another consultant he then droppped the phone , Again i called in later and spoke to another consultant Bongiwe very arrogant i askes her to put me through to a team leader or manager she refused and told me they dont have managers or supervisors on duty and she would logg a call for a manager to call me back but she cant gaurentee when , this is after i told her my situation is an emergency and needs attention asap. I stayed on the phone for over an hour i could hear how the other consultants were laughing and having a good time while im in need of immediate assistance , As i was holding she dropped the phone and had no decency to call me back , i called in again and spole to zandile she managed to assist me with my request however i would like you to listen to these calls and how rudely i was spoken to by these two consultants , i would understand maybe if this was a general query but not something as serious as oncology , please listen to the calls for aphiwe and bongiwe and let me know if its right for a consultant to speak to a customer like that with no empathy or respect what so ever, Please let us escalatr this to higher management so that this does not happen to other clients, Thank you