No customer Ethic

I called the collections call centre and spoke to Portia!!! How EXTREMELY rude with NO customer Ethic or sense of assistance or knowledge. First she refuses to assist me as she claims I do not have authority on the account in question, I then had to explain to her how to "verify" me on the system. She then does her own thing without asking me to hold or informing me what she's doing. She then gets back to me and says "you didn't make a payment" of which i informed her that i did. She then proceeds to ask me for banking details of which i tell her that there is no debit order running, she informs me arrogantly that there is. She refuses to put me through to a teamleader or someone else, and claims that they all in a meeting and while i am talking she plays music in the background, placing me on hold, she then gets back to me and says she must transfer me to customer collections, which is the exact place i dialed and while i try to explain to her that i dialed the collections number she again, while I'm talking plays music and puts me on hold. Why do you have people of such working there? First the teamleader is in a meeting, then the Teamleader says i must be transferred.