No feedback since 18th Dec 2015/Avoiding

Busisiwe Mabizela is the worst person that could have every handled my case. She never returns my calls and never responds to my emails. I have been sending her emails since the 17 th Dec regarding my claim. Today she made me hold for an hour when I called her. I called her from this number *** please trace that call and hear what she puts me through. The reason why she is avoiding me is I requested a call recording that took place when I took up the policy because in my claim I am being billed funds that I was not made aware of so that is why I want the recording. Busi should not be in a customer service related role, she never keeps me in the loop, she never responds to my emails, she never returns my calls??? What type of service is this??? If this is how your company operates please let me know so that I can take my case to the ombudsman for further assistance.