Unhappy customer

<div>I am deeply disappointed with the service I received from Aquifin, particularly during a call with one of their agents, ++++, on 28 January 2025 at 11:42. The call started with ++++ following proper procedures but quickly took a turn when she gave out my ID number instead of asking me to confirm it. This could have been a severe breach of the Protection of Personal Information Act (POPIA) had she been speaking to the wrong person. Despite explaining my financial struggles and inability to make a payment arrangement due to unemployment, ++++ responded dismissively, instructing me to "make a plan." This approach felt insensitive and showed no understanding of my circumstances. Her conduct throughout the call was unprofessional and disrespectful. She frequently interrupted me, even when I tried to raise my voice to be heard. She dismissed my concerns, stating that my education "has nothing to do with her," which was both rude and uncalled for. At one point, I had to mute my line and remain silent to allow her to vent without further escalation. The call ended with ++++ suggesting I speak to another agent, refusing to address my concerns further. I called back at 11:55 to request the manager's email address, and the second consultant I spoke to was polite, professional, and even apologized (though I declined it). They assured me an investigation would be initiated. I urge Aquifin's management to review the call recording for quality assurance purposes and address the unprofessional behavior displayed by ++++. I am awaiting written feedback on the investigation.</div>