Rude claims agent and manager promoting his rude behaviour

I received a statement from Netcare and I needed clarity on the charges for BLS. When I spoke to this David he just got so emotional and rude and did not want to listen to me. When I told him that no Basic Life Support was offered by Netcare ambulance drivers but they only transported the patient, he asked me if I have a medical qualification because only people with a medical qualification can ask him that. Which makes me wonder because I do not think he has an even basic care giving qualification for him to undermine me. He refused to listen to me and kept raising his voice telling me to go back to Netcare and use my logical thinking. I asked to speak to her manager Carol who explained the tariffs but also avoided the part where I asked for this written rule that minimum charge is 45 minutes yet I know for a fact that from my house to the hospital is less than 10 minutes. I kept highlighting that his surbodinate was rude to me but he chose to ignore that on purpose. She decided not to apologise for her rude employee throughout our conversation. At the end I asked her to listen to the recordings of the call and let me know if she does not see anything wrong with the behavior of his David. She said ok and still saw no need. This is concerning if ER24 is employing such incompetent and rude people who cannot contain their emotions. It makes me wonder what kind of operations are they running. I will get this investigated. We will not be undermined when all we need is clarity.