Poor Customer Service

This morning I contacted your Call Centre Accounts dept to follow up on a query that I logged 2 weeks ago with ref nr S3-8GE2R-R3WDU regarding a refund for my bank charges and the reversal of the R 100.00 penalty charged by Vodacom. I was put thought to Chanel Jacobs who put me on hold several times whilst checking my query and she advised that the R 100.00 will be reversed and a debit order will be cancelled for this month and I should make a cash payment. When I enquired about my refund for bank charges, she told me that Vodacom does not normally refund bank charges. I told her that I was advised before that my query will be looked at and that I would be refunded within 14 working days. She asked for the ref nr which I gave to her and she asked me to hold again. To which I asked if it will take long since I've been on the phone now for over 20 min and was at work. The response I got was:\ Do you want me to help you or not??". I then told her that she is being rude and unprofessional and she continued to put me on hold whilst I was still talking to her. I am not happy with her attitude and the way she dealt with my query. At the end of the day"