manager with attitude and terrible service

my mum Mrs A Ramroop called into the customer centre to upgrade package consultant states we do not have credit to do so she asked to speak to a manager, my mum didn't understand so I came on the line Panache Ramroop. I asked the manager to please explain to me (I work in this industry and have 8 years experience and a manager myself) she explains and states rules have changed as of 15-10-2014, however I told her we have upgrade this year 2015 multiple times and we make payment within 24hrs. so how did the system change! multichoice makes changes with out notifying us! and this in inconvenience to us customers our money time etc goes! she then states \i don't even know why I am talking to you"with attitude as a manager! I asked for a ref number and reminded her the call is recorded and also as a customer you need to listen to me wen I talk not tell me stop etc.. now our airtime got finished time got wasted but we get nothing! we pay our money as customers so multichoice give us the service we need and notify on changes and get rid of managers who don't know how to speak! I awaiting feedback on this as I work in this industry and her manner of talking is unacceptable! Feedback ASAP"""