Rude and untrained call centre agents

The online service is not up to date. Made a payment online for an amount that was showing and when I called the call centre I was told by the agent that I have to pay online and send them proof of payment. What's the use of using online payment service then you have to still send the proof of payment???? Disgusted by the service. Thank God for new intertainment Platforms that are now on the market otherwise we would be stuck with the terrible service. Call centre agents not trained to deal with customers