The person who answered the phone was friendly, understoid my question, explained to me the process, he said that someone would call me back to assist me

Hi Nico,

Thank you for bringing this to my attention, I am immensely sorry for the frustration caused as we continuously strive to better our clients' journey. 

We will certainly look into this and provide you with feedback as soon as possible.
 
Bianca from my team will also be in contact with you shortly. 

Have a lovely afternoon, 
 
Natasha  Thysse 
National Manager-Customer Care and Complaints