Unprofessional attitude

I cannot believe the interaction I just had with a call centre agent! I received a call reminding us to pay an outstanding balance (due 7 June). I took the call at another desk and asked the agent to please hold while I transfer her to my desk (so that I could make a note of the amount). When I picked up the call I was greeted by a very hostile attitude questioning whether I was the correct person to talk to. Her tone was completely unprofessional and frankly I was quite shocked! Another bad experience with Telkom. I really wish I had taken note of her name. The call took place around 13h35. Appalling!