Initially when I called the 1st assistant told me I couldn't be assisted as my package didn't cover for what I requested

Initially when I called the 1st assistant told me I couldn't be assisted as my package didn't cover for what I requested. I then called again to find out what exactly my package was covering which is then I got assisted by Nomsa Yende, she went an extra mile to clarify the Ts and Cs of what I need and still ensuring I got help ASAP and later called to check if I was home safe.