no respect to clients

i have made payment arrangements on my account they blocked my phone , i told the lady i will make a cash deposit she must sent me banking details no details came as my phone is off, i then sent WhatsApp messages for someone to call me , since monday 05.05.2023 i am trying to speak to the lady that is dealing on my account , i even called she were on lunch had 3 minute to be back and then she would call me . 3 days awaiting someone to call me regarding unblocking my account they not interested i think the WhatsApp system was just placed for clients to think they busy working on your case but not really interested . the agent called me back to rude she was shouting at me if i made my payment did i pay anything as if i am owing money to her i then asked to speak to a manager she said that the manager is not available she will transfer me to her colleague I asked for her name she refused to give her name she was going on as if I was her child when last have I done a payment on the account she shouts at me