Bad service received on 21/09/2020 08:59

I have received the worst service ever from a consultant who was assisting me when I called in on the 21st September 08:57. Her name was Tshidi Sebola who failed to give me a detailed breakdown of my statement and how it got to the amount that it was on. The consultant kept on placing me on hold which I ddnt mind now bare in mind was on a call for more then 20mins. She placed me on hold for more then 10mins and only to come back to pretend as if she couldn't hear me because I asked her questions that she couldn't answer Concerning my medical aid plan then guess what the line went dead so clearly she hung up on me. Now I had to call back start over from the IVR and to a consultant now that's really time wasting really does one have to go through to such extents as a paying customer and experience such bad service. Fine I call in again and I get through to a consultant by the name Shera-Anne I then asked her to put me through to Tshidi(the consultant who hung up on me) or her supervisor. She placed me on hold and came back to tell me that she couldn't put me through as the agent seemed to be on a call at that time. Well Shera-Anne was soo professional, assisted me efficiently and was able to explain and made me underStand what I needed to underStand regarding my statement. I still couldn't not actually ask some of the things I needed assistance with as I already had wasted close to an hour on a call. I therefore asked her to escalate for Tshidi to give me a call back or her supervisor however I have still not received any phone call from neither of them. SHERA-Anne told me she had escalated this to her team leader by the name Ella Letlole but clearly someone is not doing what they supposed to be doing and just don't take our complaints as clients seriously. I'm very disappointed with such appalling service from such a huge organisation. Firstly calling in to your call centre is costly and only to be given such service seriously? Some of your staff really need to be trained on how telephone etiquette works. Hope my complaint will be attended to.