Rude Agent

I logged a refund case more than 21 days ago now when I tried to contact the contact center they always tell me my case it's in progress.. I called again I spoke to the lady by the name of Matsidiso she was so rude telling me I should wait like any other customers I mean SAA having internal problem doesn't have to affect me as the customer.. I ask to speak to her manager them she put me on hold for too long then she hang up the phone.. Mo wonder SAA is in **** is because of their employees they are so rude ?????