You deserve a zero-rating

I cannot believe, I am here again having to complain about the arrogance of your agent P****lo who has the arrogance of telling me "that is not my job," however she listened to the call recording and in that call recording there is proof that her requirements to resolve my query is getting the call recording that she did not even bother to ask for because it is not within her job description. She had the audacity to send me emails telling me what is happening when she did not know what my query is about. Why should we constantly fight to get assistance? Why should we have to endure dropped calls from your agents? Why should do your team leaders Rossco not call the customer back when promised? I had to hang up on P****lo because of the rot she is telling me. Since when does customer service have limits? My escalation requires her to listen to a minimum of two calls and instead of saying we will find ther other call recording or we still investigating, she tells me that is not her job. I don't know what customer service skills you are giving to your agents but have a serious TCF matter on your hands.