Less scripts, more proactivity please!

My sensor was recording incorrect data. I was given 12 points for my driving instead of the full 25 after a period. After calling and reporting this incident I was told the fault is with my phone, 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.

One heated email later, (on a Sunday evening) I received a call from another agent, Katunda. Finally! I thought. A customer care representative listening to the issue who offers a way to fix the problem with the points. Thank you!