Bad service from Customer service sonsultant-Gugu

They say its your employees that make you or break you. I have been calling and calling for assistance with a query for one of our clients.To think some of their agents are actually exceptional eg Luke,Desiree and Xolisile with customer service but on this day when Desiree was not available Gugu refused to assist when I asked for Xolisile to assist me because she was aware of the matter as well.Gugu refused insisting I must wait till Desiree comes back and this to a query thats over 2 weeks old.I advised her thats not how you run business ,the lady did not even ask me what I wanted ,if its something she could assist with,she was simply not interested in assisting.She now advised Xolisile was on a call I advised her I was willing to hold to which she refused neither was she even willing to take my details to let Xolisile call me back.While I was still talking the lady dropped the call right in my ear.I have dealt with Pioneer on several occassions and they have been professional at most times but this Gugu lady please send her for training.This was a simple query that anyone could have helped me with,it did not require Desiree herself but she was simply either tired or unwilling to help. How do you tell a client in her exact words "call back when this person is back from their sick leave, its their query ,no one else can help you".Come on now and this after holding for 10 mins to finally get through to someone,if this was your business would you treat clients like that,please Gugu be considerate