I worked in a call center during school. A call center taking billing calls for AT&T Wireless, yes American callers. Mostly from florida and georgia. Let me say this... If you end up with a rep who sounds hostile, tell them your house is on fire and hang up. You will get nowhere. You will only end up just as frustrated as them. Only someone who has worked in these environments can understand. Everyone has a breaking point. Even the best reps will lose it. Its not their fault at all, its the nature of the job. Don't blame her, blame the complete a**hole who ruined her day. And then your headset beeps again and there's someone else at your throat... It never ends.
Once, I was forced to out a ### teen to his mom because she wanted to know why her phone bill was 300$. I had to explain that the 1-900# he spent 3 hours on the line with was a "male on male chat service".
I've done some things I'm not proud of on the phones, because people provoke you into a complete rage. If an a**hole refused to understand and asked for a supervisor, I'd give him my best "Sure, no problem, just a moment sir" and cold transfer them to the spanish department instead. I've done things to their phone accounts that would take an engineer 2 weeks to figure out and fix. At one point, if they were calling from their cell, I would force the phone off the tower so the call would drop.
... and i'm not a bad guy at all. That is how bad joe public will f*ck with your mind. Eventually, EVERYONE CRACKS. Give them a break and call again tomorrow.