Trouble using the card: Prepaid card

I called into the company to see why my card was declining a $20.00 purchase when i had a balance greatly that exceeded that amount. The first representative did not want to transfer me when there was clearly a language barrier. Then once i was transferred, the supervisor treated the situation as if it was a personal issue for her and there proceeded hung up because i asked a question about the extensive process. Overall this was the worst experience Ive have with a financial company ever. How can you hang up on someone whose money you are supposed to be managing. Thats a scary thought