Worst service ever!!

I called in to have my smart card activated on my name from my ex-boyfriend's name and spoke to a consultant (Cecilia) who didn't know anything and i had to wait every minute for her to check with her "manager". I ended up requesting to speak to this manager (Jane) as she was clueless with everything, i requested for the manager to reactivate the service as my problem could not be resolved at point in time and like any other month when i would call in but she refused and hang up on me whilst i was holding. What kind of service is this??? is this how you train your staff to carry company values??? do you even have values or as long as you take our money for television viewing???