Bad Attitude and poor service recieved

I phoned Home choice call centre to request a settlement balance and was put on hold by three consultants when my call was finally answered after twenty minutes only to be told by Linette who refused to give me her surname after she confirmed my ID number, address and cell phone number that she cannot give me my outstanding balance because my office land line is not the same as the one that is in their system. that is totally unacceptable because I want to settle my account it is not like I am opening an account or taking out a loan.