consultant giving me another persons name

I called Edgars Secunda on the 23rd of sep to inquire about a phone. The lady who answered at the customer Centre I believe, spoke so gently and in a respectable manner. But the problem started when she transfered me to the cellphone Centre, where the phone was answered rudely. No introduction or welcoming but just a hallo. And when I asked if it was the right manner to answer a call? The lady just asked me to talk and what I wanted as she had clients with her. When I asked for her name? She told me she was Nthabiseng, so I immediately drove over to Edgars to address the issue with her line manager(Sicelo). I believe, but to my surprise and disrespect? Nthabiseng was not even her real name but ntswaki was her name. And refused to apologize for how she had handled herself telephonically. But I guess it's how Edgars conduct it's business for some one to be rude and supply the customer with a wrong name which belongs to someone who was not even at work on that day. I demand that she gives me a written apology since she failed to do it in person n also try again to apologize verbally. And maybe this time she will be able