Bad Call Center Experience.

I was on the phone with a call center consultant . I needed help with a sim swap , I lost my phone yesterday and I was explaining to her that the people that stole my phone, made a call to my mother 2 hours after taking it, so I wont be certain if they made other calls or recharged after that. When doing a sim swap, these are the typical questions that they ask, she was not understanding that , shouted at me and when I requested to speak to a manager she dropped my call intentionally. A survey was sent to me but I am not certain if name of the agent on the survey is who I was actually speaking to!