Very Unprofessional!

I called in to query a debit order and asked for the matter to be escalated to a manager.I was then transferred to Mpho,I asked for her surname and she asked \why?"and she also added that she wasn't obliged to provide it.I asked her what her position was and she sarcastically responded by saying \""you said you wanted to speak to a team leader?\""needless to say at this at this point i was extremely upset.My query was not resolved.She was very disrespectful and rude!"""