Rude, half asleep, unhelpful agent in the contract call centre

I called the call centre this morning because my mother had an upgrade in Sep/Oct and has not been able to make calls without buying voice bundles. After miscommunication about whether the number was a prepaid or contract number, I finally land on a call with a half asleep agent who did not even verify or authenticate me. She was not only rude but also wanted to pass me off to another department to sort out a problem she could have solved. I urge you to listen to that call and have a very assertive chat with your contract agent. I didn't even hear her name because she was half asleep and spoke very low. I eventually dropped the call and called again and got help from a very sweet Azile who gave us a solution and was patient. Well done to her. She saved the day.