Complaint

I called the collections department on 08/10/24 and requested a call back. The agent called me and when I enquired about my account and bill she couldn’t give me an answer. I requested to speak to her manager and she advised me that she won’t be able to do that, I then asked her why and she said I must end the call and call the customer services department for billing queries. I proceeded asking to speak to her manager because she placed me on mute for a good 5 minutes without saying anything and I kept on saying hello. She then said she is working from home and there’s no manager available I want to escalate this agent clearly she doesn’t know what is good customer service a simple billing question and that she couldn’t answer?! She needs to go back to training and I want to make a formal complaint. She said her name is Blanche Fourie