Delaying of self payment gap closure

I received a call from Ntabiseng with regards to a previous query. I queried my claims were not processed correctly and this resulted in my self payment gap closing later. Firstly Ntabiseng did not understand my query yet she phones me having the answers. I had to explain myself over 3 or 4 times where as she kept arguing and telling me my argument has no basis. How do you get through to someone who lacks understanding? Further to this after finally getting what I was trying to say she tells me there is nothing that can be done. I asked her to escalate the matter she told me I will get the same answer. She was extremely rude she was getting agitated with me simply because she did not understand that I was not happy with her answers one of which simply was 'I don't know'. I was and still am upset and shocked that this is a customer relations employee. Please listen to the call. Ref number ***. Discovery makes errors with regards to claims hence delaying closure of self payment gaps with no aim to rectify and I am supposed to just accept this? How many other people are experiencing this?