Pathetic telephone etiquette Vusi

Absolutely ********** service from Vusi in client care. I call in to follow up on my father's death claim. Vusi picks up and here is how the conversation goes, verbatim; Me: Hi, you're speaking to Portia, sorry I didn't get your name. Vusi: You're speaking yo Vusi, our systems are off line I can't help you Me: Vusi you have not even heard what I'm calling about and you already know you cannot help me? Vusi: Either way I cannot help you, our systems are down Me: Wow - drops phone

Now, I am disgustingly shocked and disappointed at how this call was handled, surely there is a better script or way to inform clients systems are down? Than to be so condescending and careless? Is this how Metropolitan documents processes on call handling? I'm gobsmacked!!