extremely horrible service

What disrespectful and disgusting from SHELDON PENNING , I called in today to request a change on my debit order which with an attitude he told me that I need to send an email to the , when I asked him politely on what is my cover is on braces he rudely said " ARGH, OH MY WORD" I then informed him that if his tired and annoyed he should take leave , with the tone in his voice he really didn't care in assisting me furthermore when I requested I want to speak to his manager he repeated again 'ARGH HOLD ON " , it took 15 min to get the team leader to assist me which all she kept on saying was sorry the behavior is unexpectable , when I requested I want a written apology from the agent she came with a story saying he cant do so as they are not allowed to send email. RUN IF YOU ARE ASSISTED BY SHELDON PENNING HIS RUDE AND WILL NOT ACTION YOUR REQUEST , YOU WILL PURELY RECEIVE THE MOST HIGHEST LEVEL OF DISRESCEPT , question myself why is he even still working there.