Escalation of complaint *** —urgent resolution required

I am deeply disappointed in the service received from Natasha Adolph. The handling of my complaint has been nothing short of unacceptable and reflects a complete disregard for customer care and accountability.

-On 14 January 2026, I sent an email to Natasha regarding my complaint. -On 15 January 2026, I received confirmation from Customer Care that complaint *** was still in progress. -Shockingly, by 16 January 2026, the complaint was closed without resolution, without my consent, and without addressing the actual issue.

The conduct displayed by Natasha has been filled with attitude, lack of compassion, and blatant unprofessionalism. I made it abundantly clear that I required escalation to someone at a higher level—a manager or senior consultant with the competence to understand and resolve the real issue. That issue remains the failure to close my credit card account, which was supposed to be processed on 1 December 2025 after the full amount was confirmed by your consultant Betty via chat.

This entire process has been frustrating, exhausting, and unacceptable. Having to deal with Natasha has been a nightmare—her inability to listen, her dismissive approach, and her lack of professionalism have only worsened the situation. It is deeply concerning that individuals with such disregard for customers are entrusted with our financial accounts.

I demand immediate escalation of this matter to a manager or senior authority who can provide a proper resolution. Closing my account as requested and ensuring accountability for the mishandling of this complaint is non-negotiable.