mtn call centre agents bad attitude

am writing this report as a very sad south african. I got a call from my one brother telling me he found our lastborn brother unconscious on the floor. Being at work i immediatly dialled 112 from my phone. I struggled to go through and being desperate i asked my collegue to also phone using his own cell. Fortunately his call went through. I could hear he was struggling to communicate with the agent and i asked him to speak to the agent myself. i tried telling the agent that im actually the one seeking help. The agent lady became quite rude demanding to know who am i and why i took the phone from the previous caller. i tried explaining myself but the agent was so rude he shouted at me and cut me off. Thanks god eventualy someone managed to call thr ambulance. Even though my brother is still in hospital my heart still bleeds, i dont understand how could a professional working for such big company behave this way . i wonder how many people dies in the hands of such unproffesional call centre agents