ALLLIFE AGENT MAKES FUN OF MY HIV STATUS ON NEW APPLICATION CALL

Good Day Customer Care / Catherine Steele / Info

I hope this message finds you well.

I am writing to express my extreme dissatisfaction with the level of service I have received from your contact centre, as well as the lack of follow-up on a complaint I made regarding an interaction with one of your call centre agents(Sithembile) and a team leader, (Catherine Steele).

On Tuesday, 18th February 2025, at 12:10 PM, I received a call from the number *** from your call centre. The agent was calling regarding my request to sign up for a policy. Unfortunately, I was in a meeting at the time and was distracted trying to manage both the call and the meeting. At some point, I informed the agent that I was no longer interested. However, the agent continued in a highly inappropriate manner, stating that I had been sending requests since 2009 or something like that and asked me if I was “happy that I have HIV” and whether it “excited me.” There were additional comments made that I found deeply offensive and unprofessional.

After the call, I immediately contacted your call centre and requested to speak to a manager. I was then referred to Catherine Steele, who assured me that she would investigate the matter. It has now been 13 days, and I have not received any feedback or acknowledgment of my complaint. I also sent an email to your customer service address, but I have yet to receive a response.

I find this lack of communication and failure to address my concerns highly disappointing. As a customer, I expect a timely and professional response to my complaint. The fact that it has been over 13 days with no feedback from your company is completely unacceptable.

Please treat this as my final attempt to seek resolution before I escalate this matter publicly. I trust that you will take the necessary steps to address this issue promptly and provide me with the feedback I am entitled to.

I look forward to your immediate response.