poor service

I went to Ekurhuleni offices in lethabong in tembisa to request the outstanding amount for my account as we have been paying but the rates keep on going high so I went there for explanation on what is going on and also requested the account number and reference so that I will link the account number then pay online, on the statement the was only the account number that am using to pay when am at Ekurhuleni offices , and the explanation on my account. there was a lady who was at counter 2 the response I got from her was devastating I wasn't expecting that answer, she told me that the statement is clear don't I know accounting? she didn't have name tac she answer customer as if she is talking to her kinds please deal with this employee accordingly she is tarnishing the reputation of Ekurhuleni people are scared to asked questions because of the rude response they getting from Ekurhuleni employees this happened at Lethabong in Tembisa when you ask a questions they telling you to go to tsakane offices they don't know anything that's their response am asking myself why? Ekurhuleni is employing people who doesn't know anything what are they doing into those offices if they unable to answer queries instead they sending them pillar to post