Rude call centre agents

What kind of a Mickey Mouse call centre is Vodacom running! I called to submit a claim and spoke to Matapelo who stated her supervisor's name is Sarah! After waiting forever on the line she then tells us we need an affidavit which we were not informed of when calling the first hundred times! We informed her that our SAPS will not give us an affidavit as a case docket was opened and we have the case number, while my husband was still speaking to her she dropped the call in his ear, how rude! Do you guys not teach your employees about customer satisfaction! She did not even give us a claim number but says the claim is registered which I highly doubt because she really sounded like she did not want to do her job!