Lack of knowledge and telephone etiquette

I received a fine, whiles on holiday in Mosselbay. The traffic officer advised me that I should contact Riversdal traffic department to get the amount reduced. I have been in contact with two ladies in the 'fines department', namely Lehandre' and Ronelle. Not only did they lack telephone etiquette, but they were not knowledgeable on the process that I should follow. The misinformed me each time I had contacted the fine department (which was a duration of 6 weeks). When I finally received the correct information, the ladies laughed and giggled over the phone, as if it was a common thing to make jokes of peoples lives! I seriously don't know why people are employed when they are clueless to what they are doing and don't care misinforming people.