Extremely rude customer service with a booking agent Lesego

Extremely rude i was offered n upgrade from my existing booking on which i said oky that's fine but i wnt an email. 45 min later i still haven't received anything. I phoned back saying i dont wnt the upgrade as we're a group of people staying together to which she phoned one of the group members i mentioned. I phoned back stating thats she's now gone and phoned one of the group members and that we do not wish to be split to which Lesego rep**** well then ill just cancel her upgrade too and pbone one of the other 300 guests on my list. I immediately got mad at her uprightness and told her i find her extremely rude and unprofessional to which she hung up on me for the 2nd time. I redialed twice to which there was no answer i phoned of off another land line low and behold lesego answered, i proceeded to inform her i was fuming that she haf hung up anf i want her managers details to report her, she carried on speaking over me saying that i declined the upgrade and thats my own fault i said to her its not about the upgrade but rather the way she treated me as a customer, at that point she thought ot good to put the receiver down and have a fat conversation with her friends in the background. I waited for her to pick up again and said she must eother transfer me to het management immediately or ill get it on Google she ever sp ****y replies go ahead get it on Google you declined AGAIN im going to suncity with or without the upgrade i dont care for the upgrade but rather the way you're treating me as a paying customer. She proceeded to threaten me by speaking over me whilst im still finishing my sentence by saying well im so glad my calls are recorded so everyone here can listen. At this point i am extremely livid to say the least i then asked her again transfer me to management or ill lay a complaint on hello Peter her response yet again areogantly she says go ahead you declined. So apparently she doesn't understand that this is no longer over the ridiculous upgrade but her terrible workmanship as a reservation agent. I work in an open plan office my phone was on speaker everyone is appalled at what was taking place and because of this poor service my friend whom she wanted to upgrade also declined.