Please teach your agent the HEAT method!!

I called to ask about my airtime that seem to have vanished and according to the agent, I used R205 between the time I bought it 10:48am till 12. When I tried to explain to her that I tried buying data using the vodacom acc and thats when I had the \insufficient funds\" response and this was confirmed when I put the sim in my moms phone \"AG\" which now the agent was trying to pin the mysterious data to by saying I'm calling using huawei so that's where the data disappeared to. Please get this, I haven't used data on anything else and even if it is said that trying to buy data on the vodacom account, can that take R205? I mean 1GB is R149 and that is bound to last longer, so 2 hours just by trying to buy data could take up that much? Your arrogant agent couldn't answer me on that and said I could visit any branch since she can't do anything for me and she has to go as if I was waisting her time. You know she could have said anything else to sound like she understands my frustration and not sound like I was bothering her. Can you please give me a clear explanation on what happened and teach her how to Hear, Empathise, Acknowledge the clients frustration and Reply with much respect"