Pathetic Call Centre Agent with a stinky attitude

I logged a claim on the 2nd of Jan 2020 and everything went well it was approved Tuesday 7th of Jan 20. I waited for the panel-beater to call and confirm when I must drop off the car but they never called, I then call Standard Bank on Friday 10 Jan 2020 to follow up and asked their turn round time to my surprise Standard Bank consultant Waheed Portgieter did not sent the authorization to the panel-beater, the lady by the name of Sandy said she will follow up then call me and she never did until Monday 13 Jan 2020 when I call again I am now being assisted by Thandi who was very rude and disrespectful who firstly told me to hold without even telling me why `m holding, she then kept me on the line for 15 minutes then she came back and told the authorization is not yet sent to the panel-beater she is sending it, I then asked her if she will apologize for all of this and she told me she will not because I am shouting and I will not accept her apology. Imagine someone who does not know you can read your mind. I am very disppointed with Standard Bank call center agents.