Horrible Customer service representative

My mom contacted DSTv today at 1:50pm via the web chat channel. For a simple inquiry. Just to assist with reconnection. Now of course, me being in customer service myself, I understand the all hands on deck times during the day. But Mt mom is 60+ years of age. The agent Lindokuhle had my mom waiting for 30+ minutes for confirmation as the agent stated my mom still owed on the account. My mom still doesn't know because she needed the invoice sent to her. My mom asked do I still need to owe? And then 15 minutes later asked again are you still there? Agent just rep**** "Yes. Is there anything else I can help you with?" Which yes are you replying to Lindokuhle? The owing or the are you still there? There is no means of escalating or requesting support of a manager in the web chat or even a rating system. I'm disappointed and fearful for our elderly doing these things on their own and agents not being of any support because they know the system protects them. Customer service is a choice. And for a brand like DSTv to hire employees with such low rapport for customer service is disgusting. Helping my mom deactivate this program with IMMEDIATE EFFECT.