Motor Trail Durban - Mannerism is disgusting

I called on behalf of my partner in order to obtain a letter just to confirm his period of employment and his duties. The whole time the telephone calls went back and forth, they advised that I would have it as soon as the guy responsible for drafting the letters was done with it. I explained that it was urgent and I would appreciate if they could prioritise it, the woman I spoke to, Yvonne, was very rude and abrupt, no way of speaking to a fellow human being. My complaint is not about the letter I requested, who I am, whether she had to speak to me or not, which by the way her Director told her that she didn't need to talk to me because they didn't know who I was, absolutely acceptable. However, the manner in which I was spoken to, was disgusting, if they speak to someone they do not know in such a mannner, how do they speak to their clients/customers and employees? I kept reiterating to Yvonne that "I'm speaking to you calmly and listen to how you are being so abrupt", clearly she had no understanding. Rather sad. Possibly an unhappy employee taking out her fustrations on me.