Rude agents

Your consultants are very rude. I just called in the call centre to do a follow up for a paid up letter request I did on monday . I just called in now at 12:47 and unfortunately I did not take the agents name as your phone lines are also bad. I told the lady I did the request on monday and doing a follow up. She was plain rude and told me the time has not expired yet for the paid up letter and there was no point in me calling me and she dropped the call . I called again and someone answered and but there was chit chatter in the background and no one was saying anything. I called on Monday at 11:28 to request the letter and I still have not received anything