Worst customer service experience

Spoke to a consultant named Zanele on Friday morning to inquire about my parcel and I received the worst customer service ever the consultant does not even know the hold process for putting a customer o on the Hold what kind of business are these people running how can you say to a customer "you asked for a supervisor so what" I spoke to the supervisor named Lulama and she promised to resolve the query and call me back even now!!!!