Bad Customer Service

I called the contact center a number of times today to change the GP for my dependents and to my surprise your consultant by the name of Jocelyn Smith is telling me that she cannot pick up a provider without a practice number. How is that even possible, is she trying to tell me that your system only checks with practice number, I'm shocked because on your website you can check with the just the names and surname of the provider.

On Friday i spoke to one of your consultants i just forgot her name, she managed to do the changes without the practice number, She was so efficient she even called me back after my call got cut, to tell me that the changes have been made.

I'm sure if this Jocelyn lady was dedicated to her work she was going to check the previous notes on the system to see what the other lady did. If Jocelyn doesn't want to assist clients then she must just stay at home, because i know for a fact that a lot of people would kill to be in her sit right now. Her customer service is ****.