bad service from Fortunate who works for SARS!!!!!!!!!!!!!!!!!!!!!!!!!

I called at 8:05 and learned I was caller number 1500+ and after eventually getting through to "Fortunate" at 10:21 the agent refused to assist me. I called Sars and stayed on the line for hours before I could get through. Please pull my call, I called using ***. The agent's line was so bad, it was breaking and throteled d and i managed to give her my number to call me back after struggling to hear her for 3 min. The agent kept cutting me off and speaking over me as polite and down as I was. I begged her to stop shouting at me and speaking over me and she sais theres too many people on the line. She then went silent after i was listening to her speak aboiut how busy it is. I asked her for a ref of the call as i felt i could not continue with her as she was extremly rude and refused to assist tak me through filing my returns. I asked for ref of call again and she told me to hold and disconnected the line on me while i was holding and trust me it was network but it was deliberate. I need the funds to take care of my ciuple of months baby and i can see im due a refund but just needed to know how I can go about releasing the funds. I am so hurt that this is how agents are treating us esp as a Taxpayer and would like this looked into. I'm afraid I can't call as I asked y employer to be on a line i was disconnected from by a rude agent and can't afford to create a call back as i am due to return to work. It was disgusting and hope the call can be listened to and the agent dealt with accordingly