Poor service

I called on the 06th march and spoke to a lady by the name Asuna or Ashuma not really sure but her services was poor, firstly dstv calls are not free of charge and we wait on queues to be assisted by people who aren't really bothered, I did security check with her and advised her what to do on my account. She tells me to hold and didn't even notify me what she's doing, next thing she hangs up.