Not Listening to customer'

So I call into the call centre to enquire why I received a letter to submit docs to verify my NEW efiling profile (this is the profile i have been using since 2008). Instead of Alvin and his manager *Norma understanding my enquiry, they get emotional and start being rude, verbally attacking me as if I refused to submit documents.I just needed to understand why I needed to provide the docs. Then i get told of my profile being \inactive\" after I have been using this for years?????. I also get told that they did not see a reason for my call. I did not get any satisfaction as the emotional responses were not even close to addressing my queries. I was not given a chance to explain my query as they kept interrupting me. A call that should have lasted no more than 5 minutes took close to 30 minutes because instead of them listening to my query with understanding they went into defensive-attack mode, making me feel as if did not know what I wanted. Pure incompetence and lack of customer service. I would recommend SARS send them for emotional intelligence training and a listening skills course as they possess none at the moment. Super Disappointed!!!!!"