account information

I called the call center and wait for 25 minutes until i got hold of the agent called Eunice Modise , yes I agree that Im not the account holder but i advised her to call the account holder she is willing to give the authorization then she advised that she wont be able to do that ,the account holder must call back even though i advised that she is an elderly woman who wont be able to hold on the phone for 25 minutes . i asked to speak to the supervisor who didn't even bother to come to the phone she advised the agent that she wont be taking the call because Im not the account holder . Is this a way to handle clients Im so disappointed with the service received and we will be cancelling the contract.