Call Centre Agent Not Helpful

Usually have an overall decent time dealing with Discovery except for today where I was put through to Malusi Fipaza who had no idea what he was talking about except how to relay "corporate lingo" which helps nobody. The reference number in question is ***. After being on the phone with him for almost 45 minutes and querying various claim factors including what the Z01.7 code entailed (which he could not tell me and I ended up googling) he stated that a manager would be able to help me with that particular query and offered to put me through. Not only was I put through to a completely new call-centre agent (who has been amazing in trying to help me) but I was informed that managers don't take calls unless imperative - so I feel the agent in question was trying to pass the buck because he knew I wouldn't be able to get hold of him again and he didn't know protocol or how to deal with a frustrated client. I would like this addressed please, as well as a formal apology from the person in question. At the end of the day, I am a person trying to get things resolved as quickly as possible. If the agent doesn't know something he must be honest from the start, not try to get rid of me in this manner. Highly unprofessional. Thanks.