Horrifying Attitude From Call Centre Agent

I called the call centre to determine the reason behind the negative balance (R1702) and why nobody had requested a payment for February. The response was no balance is due as per installments, but there is an existing balance that is due. So I asked for a breakdown as to how it got to the value and what amounts are due monthly. A very rude agent attempted to be smart and read my statement back to me. So I asked her not to do so but to explain only what this amount entails, she continued to ignore this request and refused to listen whilst providing answers that were not required for me i.e explaining what is in the credit and debit columns. As she continued on her rude reign she refused to provide me with any answers and asked that I query this with the store, this of which concerned me as this is the reason why there is a customer care line. She then asked to transfer me to a different agent. I said no, because I had already waited 20 minutes for this call to be answered, she dropped the call. I unfortunately cannot recall her name nor did she provide a reference . my second call *** - a very kind lady helped this time around.