Unprofessional and *********** people working at CCMA

So the people in queries at CCMA SA is so unsympathetic. Firstly obviously the person calling in has a dispute and contacting queries as they dont know what to do. While explaining my situation this lady cuts me off saying so whats your actual question. Nonetheless i say what the query is and she is so abrupt and and dismissive not caring what the hell you actually going through!!! I tell her that i hope she learns to speak with more empathy in future as she is very harsh and abrupt. She then goes and tells me she was born this way and that is how she speaks and no1 will change her. What happened to this country where people with such terrible phone etiquette is hired in companies that are there to help people?! JUST TERRIBLE HONESTLY