Unprofessional

I was called by their call center agent that keep asking me the same questions for all most an hour, and the end he said he can not help me because my number doesn't not match with my capitec account, I didn't not understand at all for I have been using this number and it is linked with my capitec account for years. I asked him to transfer my call to someone that can explain clearly the reason for not being to assist me, he did not do that and just hanged up on me. I would understand if he said I do not qualify but that was not the case, how can one not get a contract because of a number. Please help further