Worst customer service

I was at pep cell yesterday at tembisa mega mart.i had the shocking experience.i needed to pay my Hollard policy.i had my policy number with me, and I was told that I must know the first numbers that hey enter before the policy number .I told them I only know my policy number.they just ignored me and continue serving other customers.i ask the cashier to call the manager.even the manager couldn't assist.imagine she didn't even bother to take a phone and ask other stores for that number.