Really Bad Service

I spoke to a lady (Alga) in the Call Centre for the statement of account to be send to me, I have done the confirmation part and she advised me that the company registration number on the system is not the same as what I am providing to her which was never an issue the months before when I actually received the Statement of account, she refused to provide me with the statement and said she can only give me the balance over the phone, I have requested her to speak to someone else and she said she would transfer me to the supervisor but the call was just dropped. Not sure if the lady was just not in the mood for working or what her problem was but that is not a way to handle people over the phone if I know for a fact that this could not be the issue of not sending me the statement. How does this lady expect people to pay if she only provide the balance over the phone.