Rude staff and poor service

I lodged a claim with sa home loans. It is now almost over a month. Im unable to get hold of Darshen who I was told is in charge of my case. What saddens me the most is the manner in which I was treated by one of their employees by the name of Tyran. I called to try and be connected to Darshen, he told me that the systems were offline while I was trying to ask if there is any other way to get in touch with Darshen he dropped the phone on my ear rudely so It is very difficult to deal with people like these because instead of giving us relief they add more frustrations