Citibank Customer service cut me off!

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Citibank customer service is so rude. In the past when I speak to one it is usually easy to hear them, and there is no background noise. Now I get someone with a heavy accent, and lots and loud background noise. Is this the live operator kind where they work from home etc.? Anyways back to what happen. I called because Citibank charged me finance charge for something I already paid in full. So if my statement says my amount is 1600.00 and if I pay this in full, I won’t incur any more charges right? At least that is what it used to be. Now I got charged additional $8. even though my balance is 0. Why disputing this with the CSR, she would not let me speak, she kept going on and on and the terms. Then when it was my turn, while speaking, she put me on mute or hold or something. I can see the screen that the call was still there but I could not hear the background noise anymore, and I knew she mute me out or left me on hold because she did not have a legitimate answer for me why I got charged. I have been with this financial institution since 1996. Why do they employed people who are not skilled to understand and handle finances question.