RUDE

I recently lost a family member. I called to enquire about the required documentation. The lady who answered the phone decided to hang up because I just did not agree with old mutual procedure. I then called again to report this matter. Thato asked me to hold as she wanted to call the available manager. They were all not available at the time. She took my details and then asked me to send an email. Why did she then take my details. I am still waiting for management to return my call. Note I called on Monday and today is Thursday.