poor communication etiquette

So I want to claim FBE Electricity from my FNB website or online banking. I tried doing it my self, it claims but i do not get a SMS or it is not on my next perches. So I called FNB to no success. The people that answer can not speak proper English and I was transferred 3x. and they started answering. rudely replying "a what?" instead of Excuse me i did not hear you clearly. and i am still in the dark about FBE