Poor customer service-Advisors shouting

I arranged a call back as I need to make amendments on my return. I eventually get a call back and the advisor, Cecelia, I spoke to was extremely rude. I asked her a question and she starts raising her voice because I am questioning her, where I only asked 1 question. I asked her to allow me to speak and she just goes on and on. I then requested to speak to a manager and what do you know there is no manager available, the famous line! I expect a call back today still from a manager to get my issue resolved. It's been a nightmare to get through to SARS and then you get that poor customer service shouting at you for asking a question, this is unacceptable!