Attitude of call centre people

I phoned in to the Vodacom customer care to find out why I could not establish an internet connection with a Vodacom contract datacard. The call centre agent asked a few not so clever questions after which I tried to steer her in the direction of checking for depleted data bundles which to me seemed the obvious place to start. Ignoring the advice she put me on hold (call centre equivalent of putting the phone down) and when this did not work she forwarded me to the back of the automated telephone call queue. Why does Vodacom appoint people like these and why dont they train them properly?