Very bad service intercape

I called the intercape company call center to be precise to cancel a ticket, I got to speak to a very rude person her name was Xabisa. in the middle of the conversation she decides to speak a different language which I don't understand it like she was forced to work, I believe customer service is service which will make me want to travel with you guys but no thank you I will use a different bus service because of the service I received. For a simple request she was impatient and did not even bother to thank me at the end of the conversation bad service really. I cancelled one ticket on a Monday and spoke to a lovely person very helpful but this noo I am so upset. please do something or she needs training no one forced her to wake up and come to work.