Unprofessional call centre agent

Yoh! I am so disappointed by my bank of many years. A lady called khanyi was assisting me from standard bank debt department. She was very impatient on the call with my questions. I could hear her breathing heavily from the other side before she answered my question.... That made me feel so stupid and there's no way I would know how interests works on the bank loans. So unprofessional! I was soo calm so she could assist me, I felt like I am begging for her assistance yoh. I wasn't blaming her of anything, all I needed was for her to tell me why is my loan not seem to be going anywhere, what's causing that and I paid a lump sum on this loan, they lowered my premiums without discussing with me and I called them after paying to confirm if is reflecting. No one bothered to ask if I need any changes to be made on my balance or premiums. I am very disappointed. Seems like I only paid 10% of my advance account since 2023 to date, so I will pay this for the rest of my life mos😭 . All I wanted to know is how do I fix this, what are other options. I am soo disappointed by your call centre agents. She still couldn't give me available options on the go wuuu😭