Rude staff at midcity and incorrect billing

Mid city offices in Pretoria offer the worst service ever. Their receptionist who is extremely rude does not answer the phone, is she does you have to call about 3times and when you ask why they don't answer the phone, she tells you that when you call you are given options to select from so why am I calling reception. Why is she a receptionist and isn't answering the phone and directing calls one of her duties? I asked to be transferred to Isabel and she told me that Isabel normally does not answer her office phone and if I want her I need to send an email or go the office. I asked her to put me through to Christina and I was told that I must call after 14:00 as that's the time people at midcity come back from lunch. I asked to be put to the person who sends statements as my statement has charges like late paym,ent and sms ID that I have never seen before since I have been staying at mazabuka from 2013. How can I be charged for late payment if I pay via stop order every 15th of the month?