Appalling service by call centre agent

Called in to update the nominated GP on my grans medical aid. Consultation was done with a network GP however they were not the nominated GP for her membership. One of the two GP's that were on her membership is deceased since 2020. My granny, being 77 years old does not fully understand her GP benefit and that one needs to be nominated in order for claims to pay. We were only notified after consultation by the GP's rooms that the claims were rejected. Called in and spoke to Thato, I requested to change the nominated GP and have the start date back dated to August. She rudely said it can only be done until September as the member knows a GP must be nominated. Again, my granny being 77 YEARS OLD does not understand this. I then requested to speak to a manager as the agent was rude and SPEAKING OVER ME. Of which I was then placed on hold for about 8 minutes before I could speak to one.

Agents needs to understand that not all queries are dealt with the same and that under certain circumstances things can be reviewed and allowed.

PATHETIC SERVICE RECEIVED FROM THE AGENT TO SAY THE LEAST.