Totally distasteful customer service

I phoned in affinity customer service at 16:49 30/062024 of which a lady answered the call and I asked to provide her with my ID number so that she can open up my account and follow up with inquiry. I then provided the lady with my details and specifically told to looked under business insurance to speedy up her search, the lady asked me to wait, while waiting her and her colleagues were busy chatting and laughing in the background and she comes back after two minutes and asks me repeat my ID number again because she cannot find my account. I again gave her my details and mentioned that I had told her to look under business insurance initially, she again told me to wait, while they continued chatting up a storm and laughing with her colleagues in the background.

I then asked for the ladies name and surname so that I can report her bad service and she refused to provide it to me. The lady then muted the call without notice and the call was taken over by a person by a person who introduced himself as the floor manager. I then asked for his name over 4 instances of which he kept of refusing to provide me with his name, he kept asking how I would like to be assisted, I told him he should have gotten that information from the person who passed the call to him. After many requests of asking for his name he finally provided a name of Preston Masina. I asked to be advised on the process to follow to lay a complaint on bad service, he said I can send an email, I then asked for him to call out the email address he said he will text me, I told him I prefer for him to call it out as I have something to write. I was then told to hold and put in mute, after two minutes holding the call was dropped by the agent.

Your staff truly lack professionalism in their duties and lack respect for paying customers, it is for this an many other reasons that I would like to cancel my policy with immediate effect with your company, I cannot have be phoning in on important matters and having *********** people acting like children.