Poor service I received from hr contact centre

On the 28/09/2015 I called Edcon HR Contact Center ***requesting IRP5 for 2009 as per SARS requests was given a reference number 205606 and advised I will get it in 72 working hours. On the 4th of September 12h51 I called again gave the lady ref number then she advised nothing on system when asked how come because was given ref number rudely asked if I need help or what and she cut the cal while speaking to her, I called again 13h50 same lady picked up the phone with same attitude told her she is unprofessional and rude can't cut call while I am talking she cut the cal again again, till today I have not received IRP5 I requested and I am unable to go to Edcon Offices as they not nearby. I really didn't expect such a poor service from such a big company