Ill mannered and absolutely unprofessional

I have been paying R485 every month and this month they deducted an additional R500, when I called in to understand why there was an additional amount deducted, the accounts lady SUMAYA started screaming at myself and husband, talking over us and not explaining in a decent manner. She then said that the Technical guy will call us to explain and she proceeded to drop the call. Today (28.11.2023)We received a call from a guy named Mohammed the technical guy, before we could even explain from our viewpoint this man started screaming and shouting at the top of he's lungs as if we were his children. We tried speaking but he spoke over us and giving no chance to speak or listen or understand him. This is really pathetic, ridiculous, Ill mannered, unprofessional and unacceptable point blank, regardless of the issue there is absolutely no reason for a client to be treated the way we were treated.