Standard Bank Lack of service

I called Standard Bank this morning after holding on for 6 minutes I was told that I would transferred to someone who can assist me after another 10 mins I go through to the most unhelpful,unhappy person Innocentia ,She advises me without even taking down my account number that she will not be able to assist me and when I asked for her name she had the cheek to ask me if I required her employee number,IS THIS THE TYPE of employees standard bank employees to speak to their customers,I am calling as someone called me yesterday regarding my loan account and I am awaiting the discounted settlement letter which I have not received as yet.But this is the service I have received,I expect an apology and the employee to be disciplined,This behaviour is unacceptable,Please can someone email me the settlement letter,I really do not want to do business with a bank that employs people with no customer service ethics.