Very bad phone ettiqutte and underserved rudeness with client service

After sending documentation to Mbali on the 6/3/23 no1 got back to me to advise if email was received and anything else needed. Another email was sent to mbali on 14/3/23 to enquire if anything is needed and if I can have feedback. I than called numerous times 27 and 28 March leaving my number but Nomthandazo Mgadi never returned my call. I finally got a hold of her and than was told to call her back tomorrow as she hasn't worked on the claim yet, after this process of trying to get hold of her. I tried to explain that I have e-mailed a month ago, she snapped at me and was very rude asking if I e-mailed her and before I could explain she went off at me as if I did something wrong. This is not proper phone etiquette and bad client service. It's unacceptable and not allowed. Marlene 0842448099 claim no: MAT45577