Rude consultant

I want to complain about the service failure that we received at Mthatha office today , a lady that is called Albertina is rude and is not showing willingness to help . We had an issue about the a bus that left before time and now she is telling us B****, she is busy swearing 🤬 and calling us by names because we didn’t catch the bus in time . Instead of offering us solutions. We ask her to call the call centre as we were told that they need to contact them . Not her trowing the phone in our face and telling us that she won’t do that . Now when we ask to speak to manger no one wants to answer .