Refusal by Telkom staff to speak to Supervisor whilst on a smoke break

Made call today to enquire about the unusual charge on my Statement. Spoke to Zolani from Cape Town who also refused give out his surname as he said that it was company policy not to do so. The additional charge was in the amount of R205 for an unpaid debit order last. I asked him where this amount was derived from, he told me it is in my contract. When I asked him to email it to me, he told me he can’t and I had to go to the Telkom Store to retieve it. When I asked him to cancel the debit order he told me I can only do it 10 days before the debit order date, I told him that I am now requesting it for end of April but never listerned to my request. When I asked to speak to his Supervisor he refused and told me that she was on a smoke break so I had to wait until she was done smoking. After a while he changed his mind and requested that I leave my contact details which he had so that she could return my call. I told him I’ll wait because I was concerned that I might not get the return call from the Supervisor. He refused and advised me that they were not allowed to put customers on hold for long and since I was insisting on waiting until the Supervisor was finished he was left with no other choice but to drop my call, which he did.