Dstv customer service

I called the contact center and request them to email me the change of ownership from. The lady told me they not able to email the form. i must go to the internet and download the form. i told her i don't have access to go to the internet. she must please email the form. she said she will call the manager and ask him to send it. can you believe i was on hold for 25 minutes, then she dropped the call. i think this is unacceptable you don't treat a paying customer like trash.