RUDE CALL CENTRE AGENTS

I called in with a query for my account as my son was going to be admitted into hospital and the agent was absolutely very rude and sounded like she was not interested in the conversation, I want this matter to be addressed, health can be frustrating and you should not have people in the callcentre who are not willing to listen and attend to all you queries, do we pay for agents to be shouting at us???????