Telephone manners

I am trying to get hold of my textbook as per Unisa agreement has been sent last week already. I am calling the branch in Cape Town and all the persons that pick up the phone transfer call without letting finish speaking, if they would they would understand that the line they are transferring me to remains un-answered. I am running out of time to start with my school work. The first agent said 'they laying there at the bay' not sure what this means!! So un-professional.