Appalling service

I called the call center on the 14th March at 09:02am from *** number. Got through to Phumzile, she was rude and sounded irritated. She kept on being silent on call especially after authenticating me. I must admit I was also not focused cause I was annoyed by her hence some questions were wrong however she still assisted me how's that for risk purposes? She didn't follow the 'Hold procedure' and her choice of word 'Ngithi' 'heee' is unappropriated. She hanged up on ear and called me back again obviously I wasn't going to be able to rate her call. Even with a call back no apology and she was so quick to give me the instructions, she wasn't checking with me if I am following, asked to speak to the team leader I was told he is not available. Why don't you have your supervisors on the floor to support the staff? His name is Tsietsi. After calling back Tsietsi comes to the phone and I still need to explain myself to him really .. the time need to explain myself AGAIN?