Rude Sam the consultant

Hi, my name is Tabisa and my account is in arrears by 2 months, I called a few times to make an arrangement and yet today I get an sms saying my acccoung has been handed over for administration. I called TFG a few minutes ago and spoke to Sam, wham I Sam for her surname she spelt it for me saying Bert... the rest I didn't get, I made the mistake of saying I will stay on the phone while I waited for the sms, Sam then proceeded at shouting and becoming errogant informing me that she was not shouting and that she was just making sure I hear her, mind you I said nothing about not hearing her, just because ones account is behind doesn't give the consultants to speak to me the way she has. I then informed her I will go to hello Peter and she said go ahead. The reason for me saying I was going to stay on the line and wait for the sms was I had called in before and that arrangement was not updated I just wanted assurance that it would be done.