Exceptionally rude employee at Lancet Bloemfontein

I am lodging this complaint of my mother,Mrs DP Morolong, medical aid number *** and she can be reached at ***. Mrs DP Morolong's medical aid alerted her to the fact that a wrong claim number was used for Dr Pienaars's claim. Instea of getting assistance, she had to deal with a very rude employee of Lancet in Bloemfontein who told my mother he was unable to assist andy mother should thus sort out this matter on her own. If I may ask, is this how Lancet treats their elderly customers?