Interrupted while explaining something

I phoned the payment problem division to explain my current situation but was transferred to several people at the last person, this lady interrupted me and took my ID number and cell number and said she will phone me back with an answer. I still have no answer and I'm still in the situation where I was in before. I just want someone to listen to my story and help me in some way. I was not rude or anything, but if she knew what I had to go through she would have had more respect and compassion.