To want call centre staff to be able to speak English?

[dilemma456]

Message withdrawn

Why didn't you ask to speak to someone else?

YANBU. If someone is to help a customer, they must be able to communicate in the language that the customer speaks. That's just common sense.

You should ask to speak to someone else.

Message withdrawn

Yes, definitely complain, though maybe not about the individual herself - it's not her fault she's been put in a job she cn't do (all too common in local government and not at all restricted to language problems!)