Rude behavior and hard hot chocolate

I purchased a hot chocolate over December however the hot chocolate was hard. I reported it to nestle the agent responded on the 18th and after agent failed to respond I contacted nestle today and spoke to a rude girl thembi claiming to be a manager Refusing for me to speak to another manager advised she's the one in charge there after advising me that she will report this matter as there is *****ulent activities happening and she will resend me the voucher. It's not about the voucher it's about principals on how to treat customers as nestle is a brand. One thing I hate is some one being rude over the phne I also told her to shut up cause she was raising her voice treating customers fairly is very important keep that in mind I want and applogie from her.