Complaint Regarding Unprofessional Conduct by Agent Richard

I am writing to formally lodge a complaint regarding a call I made on 02/05/2025 at 11:51 to your accounts department concerning account number A***5. During this call, I spoke with an agent named Richard regarding the additional admin fee of R45.

While I fully understand and respect that Afrihost has business policies and procedures in place, I was extremely disappointed with the manner in which Richard handled the call. As someone who also works in customer care, I know that being rude or speaking over a client is never acceptable. Unfortunately, Richard continuously interrupted me and spoke over me in a dismissive and unprofessional tone throughout the call.

In contrast, I previously received assistance from another agent, Gideon, who handled the same issue with professionalism and courtesy—even apologizing when he unintentionally spoke while I was speaking. This is the level of service I expect from a company like Afrihost.

I know that all calls are recorded, and I request that the call with Richard be reviewed. His conduct was not only unhelpful but also unprofessional, and I believe it warrants appropriate action to ensure this kind of behaviour is not repeated with other clients.