Bad Service

i am appalled by the horrible service from one of your broker agents by the name of Mpho. the query was over the SLA of 5 working days and when i checked yesterday it was over SLA and it still wasn't done. the agent **** and said she had escalated it to the underwriting manager. when i called in to check on the query she had not done that. lying is unprofessional and not part of client services. it has inconvenienced me and my client because the membership is still not sorted out. such people need to be trained and re-trained. i would have appreciated some honesty!!!! then i would have been able to advise my client correctly. i wonder how Bonitas/Medscheme could hire such an unprofessional lying agent. i would like this query to be looked into ASAP. this makes me look bad as a broker to my clients, this is unacceptable at all!!!