All I wanted was an arrangement to be made with

I called Nedbank to see if they could assist me with my instalments. This particular agent, Phendukile Shabangu, assumed that I had missed a payment straight away. No greeting at all, no introduction was made - listen to the call. Then she blatantly said that the instalment couldn't be reduced. Then she explained with an attitude as to why this cannot happen, I then asked so how Nedbank is helping if account will remain in arrears. She was very dismissive and irate. I asked to speak to her manager, but she insisted she could solve the issue. I then asked for the manager's name - she put me on hold for a couple of minutes, before coming back to me saying she did not know her manager's surname. And then she eventually provided me with her manager's name & surname. I was highly irritated at this point, especially with her humming in my ear while she's looking for her manager's surname. Who does that? She could hear I was frustrated, and freely gave me customer complaint's number. No company trains their agents in this manner. She needs to understand people have problems, and empathise. We all work with people. Training needs to be provided, and I know a brilliant college!!