Bad service

Called in today to enquire about a loan that’s paid up which still reflects that the loan account is arrears. I was assisted by a consultant by the name of Melissa the consultant was rude and wasn’t willing to listen to understand my query the worst part is she decided to terminate the call yet failed to assist me. I’m truly disappointed in the manner the consultant handled the situation instead of making an effort to resolve the issue or escalate it if it’s not in a the scope of her duties.