Please give Portia (MTN call centre) some proper training

Good Day MTN,

Could you please arrange training for one Portia in you call-centre, as she does not know that calls can be transferred to you upgrade department. I called wanting to find out RE: my upgrade, and all I asked was for her to Transfer my call to your upgrade department, and she said she cannot transfer me to upgrades, she has to send them an email and request them to call me back, I had never heard of anything so preposterous, as I have been a loyal client of MTN for the past 10 years, and it is not my 1st time doing this. I dropped the call, called back and spoke to one Prudence, who transferred me to Upgrades with no hassles (so clearly it can be done).

So can you please arrange some training for Portia on how to transfer calls to the Upgrade department?

Thanks.