rude and rotten phone etiquette

What a bad and rotten attitude i have experienced at Brits Totalsport , i have called them to ask about what they need when registering a cellphone claim. the person who answered the phone said she is new and will ask her colleague ,but her colleague instead of coming to the phone and explain over the phone to me what is needed , she kept on answering at the background with a very rude manner , but i overheard what she said and told the one answered the phone what her colleague was doing is wrong and not acceptable she must stop screaming behind the phone and come to the phone and speak to me directly, they promised to call me back yesterday ,which they never did , i was not suprised when i did not get their call as promised i could tell by the attitude they gave me that they just trying to shut me up by saying they will call me back.