'management advise us to hang up on clients if we don't understand the query or don't feel like answering the call'

I called Roche (again). They hung up on me. I called back. Eunice said they were not allowed to speak to me as 'management advise us to hang up on clients if we don't understand the query or don't feel like answering the call' Sounds like a Seth Rogen movie! This company can only be ******* to the core. I guess those stories of staff being ****d by managers are true.....