Unprofessional rude consultant Sinesipho

Had an unpleasant service yesterday when I called for reconnecting and downgrading. I spoke to a very rude consultant by the name of Sinesipho. She refused to help if the account holder is not around which is my husband. She only wanted him to confirm his contact number. Well then after he confirmed she said if we paid before downgrading then the money went to the previous package even when it was disconnected. She interrupted me whenever I tried to talk. Well the conversation ended like we must pay again, or else there's nothing she can do. Then I went to Facebook and spoke with another consultant TL, got helped within 5min. Now you see if I gave up I was going to loose for nothing?