Rude staff - Is this how you deal with your customers

My Phone is currently booked in with Vodacom repairs. Job Number: ********** 1, as my phone doesn't charge and the earphones is not recognized. I received a call in the beginning of the week to book in my earphones they asked, I mentioned to the lady who called that Vodacom Westgate was not even able to backup my phone as their cables also didnt work, she spoke to the technician and advices me that they no longer require my earphones. Yesterday, they called me again, I mentioned to the lady that I have a medical emergency, however she told me that they need my earphones and my charger, I asked why as they said they dont need it anymore, she said that if I don't bring it she will send my phone back, she became really rude over the phone while i was suffering to talk to her. Is this the way you allow your staff to talk to customers? I am a Red VIP customer and it means nothing. I regret taking out the contract with Vodacom as you don't know how to treat your customers