Pathetic Customer Service Experience

Dear Finchoice Customer Service Manager,

I am writing to express my extreme dissatisfaction with the service I received from your consultant, Luxolo. On 20 May 2025 @ around 4:50, I called to inquire about the status of my funeral plan. When I requested to speak to a manager, I specifically asked not to be put on hold.

While on hold, I could hear her laughing and chatting with colleagues in the background, which was unprofessional. Furthermore, I was disturbed to hear her making derogatory comments about me. When she finally returned to the phone, she informed me that her manager did not wish to speak with me and requested that I provide my details so that the manager could call me back.

When I asked for the manager's name, Luxolo refused to provide it, which I find unacceptable. As a customer, I expect to be treated with respect and professionalism. Luxolo's behavior fell short of these expectations.

I urge you to investigate this matter and take necessary steps to address the issues I've raised. I would appreciate a formal response regarding the actions you will take to ensure that your customers receive the level of service they deserve.

My experience with Luxolo has been disappointing, and I hope that you will take my feedback seriously and take prompt action to rectify the situation.