Bad days...

Made a phone call to 08 ********** 9 on 11-04-2019 at 13:38. Which sound like an irritated consultant picking up, I asked the consultant for her name because I couldn't hear and she gave her name again (still unclear) and ask what can I assist with. Told her I can't hear, being rude just said with what can I assist. I asked her if I can change my address and contact details, she said I must go to the shop and complete a form. I told her it is a lot of trouble and I was still busy talking when she just hanged up!? Phone again, the new consultant which answered can't pick up my previous call as communication, my last communication was in March!? I told her it is impossible I just phoned (she sound a lot like the consultant I just spoke with, though...but she assured me it is not.). She assisted me and send me a statement immediately after our conversation with my detail on it as being changed. I know we all have bad days, but since being a consultant is your job - don't be rude and give the correct advice /assistance.