free up grade

so today went to get a new phone the rep said sorry no one called from Loyaltee I called today and the rep was really rude from Telus to me 2 times in a row. If I hear her answer again do I right to hang up and call back to someone else? I hope calls are been monitored for customers and staff. thanks, I went to the store the lady said sorry for my mistake and spoke to the rep who saved the phone for me.