HORRIBLE CALL CENTER AGENT!!!!!!!!!

I called wesbank today at 09:32 to enquire about the shortfall cover that I took with wesbank since my car was written off and there is an excess due, the lady I spoke to first asked me to confirm my date of birth and my residential address for her to access my account which I did and she transferred my call, unfortunately the other end never picked up and I decided to then call again at 13:02 and got an agent from hell called Olga Smith, that lady is extremely rude and does not know what customer service is, upon picking up my call I explained what happened in the morning and asked for her to transfer me and give me the direct number if possible, firstly she said where must I transfer you I then had to explain again how the lady in the morning helped me, then she said give me the reference number which I failed to understand what she meant as I have never been asked for a reference number in my 5 years with wesbank, I then told her that in my history of calling I have never been asked for a reference number only security questions to verify that the account is mine, that rude old lady said then I won't help you, I then asked for her name which she refused to give me and said like I said I am not gonna help you and hung up the phone in my ear, this is the first time in my life experiencing such horrible customer service from wesbank, I had to call back once again and luckily Siyabonga was very helpful and was the one who told me who the lady is,