Bad service

Good day

my network was down from the 17th till now. A technician was sent yesterday on the 21st after calling countless times to get it fixed and it was discovered that it was the cables outside that were faulty..Based on Emotions that the technician felt my husband was rude which was understandable under the circumstances of the frustrations we had of paying for a service that has not been working decided to right a note that we shall be charged R500 for the call out.. To my surprise when I called the ticket number #99270 was closed and I called it was confirmed that the matter was fixed without the charge then after the misunderstanding between my husband and the technician the ticket was reopened with a note stating that we should be charged because my husband was rude..Is the technician a qualified psychologist to differentiate between being frustrated and rude?? I work in an environment we’re I deal with frustrated customers but never would I conduct my business based on emotions.I believe in a business of service delivery no matter the circumstances we should provide excellent client service but then again that is how I see it.