They immediately escalated my issue and resolved it within 2 days

Dear Jacques W,

We value our client's input with regard to the quality of our service and appreciate the time taken to share your experience with us.  We are glad that we could be of assistance. We take pride in rendering Superior Service to our clients. 

We shall convey your compliment to the relevant management team whom we know will truly appreciate this positive feedback.  Please do not hesitate to contact us should you have any further queries.  Yours sincerely, 

Market Conduct