Frustrating phone call

I recently interacted with your call centre and spoke to a lady who said she is Thobeka and refused to give me her surname, she told me it’s not allowed to give out surname. I was reporting error E48 which she insisted it’s bad weather even if I told her the rather did not change at all, but still insisted. She gave me lot of silence in the call, no etiquette to ask me to hold, she was just not engaging in the call. My call was 16 minutes long of which I think she was just being spiteful. This is totally unacceptable, with this economy for an agent to just waste my airtime, I pay for services and deserve good service whenever one is in contact with your customer care service. Minimize on the hold time as your call is not free. I would really like for QA to assess a call made between 18:53 from account no ***9. Although my query was resolved but this was definitely not a pleasant call.