Poor people skills_Rudeness

Just had an unpleasant conversation with Joyce. She is rude and not willing to listen to any word i am saying whereas we are discussing my account. It's as if she is undergoing some personal challenges. I have arrears of around R1800 on my Vehicle and I arrange to to pay R1000 and requests her that she debits the R800 month end she tells me that It depends. Can you kindly get somebody else to call me to discuss further as Joyce was just Dramatic, I had to surrender calmly to avoid ************. I also would like to suggest a team leader to monitor her calls today. She sounds really troubled.