rude and arrogant service consultant

on 9-11-2015 I placed a call to get clarity regarding the payment that was done ********ly because I have been a client for BMW for over five years and I decided to change the car .My understanding was that since Alexander Forbes insurance is working with BMW when the car is no longer under my name the insurance was going to be cancelled as they received the paper work. When I spoke to this lady she spoke to me in a rude and arrogant manner that I had to remind her that I am a client and I am requesting for clarity and on what to do to resolve my problem. I was very disappointed when she said to me if I want my money back I have to do what she says otherwise I wont get my money, even though I have been a client with them. This is not the way to treat customers and its my right to ask as many questions I want to seek clarity. Zandile Mabasa really did shame the organisation and my question is that if she could be this rude and arrogant over such an easy matter ,how she behaves when its a complicated case in front of her . This is really not service delivery.