Berverly Jantjies is the weakest link, shoddy customer service. Atrocious complaints handling and even worse feedback and investigation skills

Beverley Jantjies was assigned to my complaint regarding a dents and scratches policy that wasn't cancelled when we moved from Unity to a Budget insurance policy for the new car. Her customer service as a complaints handler is atrocious to say the least. She called me assuring me she will get the sales call that started the policy. She sent me the call on 31 August, the call was incomplete. I pointed this out to her. I asked for the activity on the policy with dates since 2019. We recall cancelling this policy for the previous car. She didn’t investigate this matter to its entirety, did not listen to the sales call or any cancellation calls relating to these policies. Also the data verification that was done on the call that supposedly secured the sale, i asked her about your data protection rules and to date she hasn’t responded to that. She told it will take another 3 days to give me feedback. But i had to follow up a week and a half later, still without the full call that she had sent me before and call activity on the policies. I had asked her more than once to escalate this to her manager, she did not do that. And now she has sent me a supposed sales call and yet it refers to the previous day. Where is that call from the previous day. Along with the cancellation call. If your agents are not trained to treat customers fairly and actually deliver in giving comprehensive information and to actually give feedback then you need to reconsider those jobs for better calibre of people. It’s her job to sort out the complaint and give me all information, but if I have to wait 2 weeks for you to respond every time then please escalate my concerns because they call your data protection methods into question and ********** activity. Because a lot happened that you will need to remind me about as to how we got to have the dents and scratches. Because if you didn't do your part then you need to refund. I want this matter escalated to a senior person. Because the way I remember things, I was initially going to change the car and keep the bank details and insurance the same. Then at some point I found out the unity insurance had a broker on it which we were not aware of. As a result we were not happy about the lengthy process that would require us to remove the broker. We ended up looking for insurance elsewhere. Then your budget guys created a new quote. I asked for a cancellation of the previous policy. I want that call or transcript of what happened. Then when I set up the new insurance with my banking details, what happened with the dents and scratches. What are the timelines of these changes? When I spoke to your company, when what time and with whom and about what. That’s what I want to know. Full details, you can’t only send me parts of a call, I need the whole context. I can accept If I gave you a greenlight or didn’t ask you to cancel, but I don’t remember having those intentions. The call she sent me was not the complete call and it’s when I initiated all of this and wanted to just change the car on all policies. But after that something changed hence on the sales call she sent me now. I confirm I asked to cancel. Also I need to know the sales recordings she sent me today, what date are they for. I need a timeline. Also they refer to calls the previous day where is that recording. Yet again she gives me half information. You have that information, I don’t see why you must create service barriers for me to get it.