Insulted by Call Centre Agent

have in my life have i experienced such bad service from a company. for a well established complany the service you offernis appauling, whether you visit the shop, call or go online.....its all the same. i have been patient all this time but being insulted by a Call Centre Agent named Samantha is what has driven me over the edge. I am being billed for a service that is not working/have not used because the equipment has never been delivered. instead of being helped, she insulted. i am taking this up with the Telecommunication Ombudsman