Team leader dropping the line on customers

I called DSTV to change my package. The agent told me that I cannot change it as it was past my payment date. I asked that I speak to a team leader as that was never communicated to me before as I have changed packages when I was having a tough month. The agent by the name of Andile Dubazana put me through to the team leader I forget her name but the team leader was a lady. I must say things went from better to worse. The team leader had a sticking attitude from the word go...she put me on hold for a good 15 min without telling me why I'm on hold ...she then dropped the phone. I called again and got great service from a young lady I didn't get her name . I am shook at the level of service"supposed ream leaders" give to customers . Dropping the line in a customers when they feel irritated. Check your stuff. I'm definitely not taking this laying down. Looking forward to a response.