Finally a call centre agent that listens

My drive sensor was recording incorrect data and I subsequently given 12 points for my driving instead of the full 25. After calling and reporting this incident I was told the fault is with my phone and there was nothing the agents could do besides send me guides on troubleshooting the problem. The agents were clearly just reading off a script and not listening to the problem nor offering solutions to fix the problem. After a very heated email sent late on a Sunday evening, I received a call from another agent, Nomfundo Sibeko. Finally a customer care representative listening to the issue and offering a way to fix the problem and issue me with the points. Thank you Nomfundo. Customers shouldn’t have to escalate things for an entire week just to be heard, Discovery should look at skipping the middle argument and have more Nomfundos available to resolve the problem.

I’m giving a 3 star review as Discovery Insure call centre and handling of the situation gets 1 star, but Nomfuno gets 5stars.