Rude agent of Nedbank

I received a call from Nedbank this morning regarding my funeral policy

the lady i spoke to was so abrupt, when she asked me something about my surname she switched over to Afrikaans and asked "is jy nou getroud?" firstly who is "jy"?? i then responded to her and advised i speak english which she then sarcastically said "oh you speak english!" At this point i was so annoyed and asked her to get someone else to call me back, she then just dropped the line in my ear.

My only question is does Nedbank not train their agents on call s****s and how to deal with clients???

Im so disgusted at this point and this is one of the reasons i switched my banks for the fact that Im so long a client with nedbank yet always receive bad service. in branch or telephonically