Failure to communicate properly and cohesively with customers. No manners.

Clear, easy to understand communications seem to be difficult: Two pages were wasted to explain in a very complicated way that one of my mother's chronic medications will have a co-payment next year. And that after your exorbitant increases! Nor are you able to determine exactly what the co-payment is, instead giving a range from R1-R50.

And, by the way, my mother is not exactly your pal which you can write to using her first name. How about using Mrs.