Rude MTN agent

I experienced an appalling customer service from one of Mtn's agents yesterday by the name of Ellen Pheko. I needed assitance with Sim swap yesterday 9 Aug after my phone was ******. I understand the security questions but not everyone remembers every detail regarding what they did on their phones and when. She instead (with a negative tone) told me about the police station procedure regardless of me giving her alternative info she can work with to ensure security measures are met & asked if I was ok with it. When I told her I wasn't she gave me a tone still instead of defusing the situation as it's her job as a customer service provider & further said "you"....addressing me like I some random person she's casually having a conversation with. I ended the call without that person assisting me. I'm disgusted!