RUDE EMPLOYEE!!!

Recently my father passed away suddenly and he has a ‘ retirement annuity ‘ policy at Sanlam. Currently busy with the ‘ death claim ‘ there of. This past Monday I phoned to follow up with documentation I sent last week has been received and uploaded to the claim. After I asked the employee questions about their ‘ death claim process ‘. Not long after the tone of her voices changes. Raising her voice at me. I did not aggravate her in anyway. Nor did I raise my voice back. Realizing what is happening I asked her for her surname. To which the phone went silent. I can hear her breathing but no response. I then say ‘ *her name, I know this call is recorded.’ Silent, completely. Why because she put the phone off in my face. No call back immediately there after, maybe it was a bad connection. I called back and spoke to someone else and tried to explain what I just experienced and I just broke down and started crying.. I’m overwhelmed as is everyone especially this past year. But there’s no excuse for her unprofessional. I am disgusted. I have emailed a formal complaint and 48hours later I’m still waiting for Sanlam to contact me regarding the above.