bad attitude

I called in to ask how much is the balance if I want ti cancel my contract , the lady who assisted me was clueless couldn't give me a proper answer, what ****ed me off more is that when she tried to ask the person behind he rudely asked FOR WHAT? My question why are these people there if they don't want to assist and and why would you put someone clueless without a experienced person next to her. I still did not get my answer as to what is the requirement for me to cancel my contract.