Unacceptable Customer Service – Accounts Department

I am writing to express my utter disgust and disappointment with the level of service and lack of basic courtesy I experienced when dealing with your Accounts Department telephonically. I contacted your Accounts Department twice, as I did not receive the invoice I had initially requested during my first call. Naturally, I called again to follow up on this outstanding request, only to be met with an extremely abrupt, rude and impatient member of staff. The manner in which I was spoken to was completely unacceptable. The individual showed little to no interest in understanding my request, repeatedly rushed the conversation and demonstrated absolutely no patience, to the extent that I was barely given the opportunity to provide my ***. Instead, she made assumptions regarding my details and, when I attempted to correct her, became even more frustrated and dismissive. I find this behaviour entirely unprofessional and unacceptable. As a customer, I should not have to feel as though I am inconveniencing a member of your staff simply by requesting an invoice that your department was unable to provide during my initial call. Basic courtesy, patience and respect should be the minimum standard of service offered by any reputable organisation, particularly one that relies on long-standing customer relationships. I have been a loyal customer of Ampath Laboratories for a considerable time, which makes this experience all the more disappointing. I do not accept being spoken to in this manner, nor do I believe that any customer should be expected to tolerate such a blatant disregard for professional conduct. Please be advised that this experience has seriously undermined my confidence in your organisation. I will be taking my business elsewhere, regardless of any existing association between my doctors and Ampath Laboratories. My continued patronage is a choice, and I am no longer willing to support a service provider that allows this standard of customer care. I trust that this complaint will be taken seriously and that the conduct of the staff member concerned will be addressed appropriately. I would also appreciate written feedback regarding this complaint, as I believe management should be made aware of the manner in which its customers are being treated.