Bad service

Dear FoneYam Management, I am writing to formally lodge a complaint and escalate my ongoing matter regarding my unresolved reference number issue. Despite my repeated attempts to have this matter resolved, I have not received an acceptable resolution. I am extremely dissatisfied with the manner in which my concerns have been handled and the lack of urgency shown towards resolving an issue that should have been addressed by now. I would also like to formally raise a complaint regarding the conduct of Chloe Spogazi Yolanda and Annie. On multiple occasions, I requested their surnames for identification and accountability purposes, but both employees refused to provide their surnames and stated that employees do not give out their surnames. I find this explanation concerning because I subsequently spoke to Craig Mart, who provided me with his surname without any issue. Craig also informed me that the statement that employees do not provide their surnames was not truthful. This has further undermined my confidence in the manner in which my complaint has been handled. As a paying customer, I expect to be treated with professionalism, transparency and respect. I should not have to repeatedly follow up on the same matter or be given conflicting information by employees when I am simply trying to have a legitimate issue resolved. Due to the lack of satisfactory assistance and the manner in which this matter has been handled, I have now taken steps to escalate the matter further. I have also contacted FoneYam's CEO, Eugene de Villiers, as well as the Chief Product Officer, Kevin Bath, regarding this matter. I am formally requesting:

1. Immediate investigation and resolution of my reference number issue.
2. A formal explanation as to why my matter has remained unresolved despite my repeated attempts to obtain assistance.
3. An investigation into the conduct and statements made by Chloe Spogazi Yolanda and Annie, particularly regarding their refusal to provide their surnames and their claim that employees do not provide surnames.
4. An explanation as to why I was provided with information that appears to contradict what I was subsequently advised by Craig Mart.
5. Written confirmation of the steps being taken to resolve my complaint and prevent similar incidents from occurring in future.

I would like to make it clear that I am no longer prepared to continue going back and forth regarding this matter without a proper resolution. I have followed the appropriate channels and given FoneYam an opportunity to address my concerns, but the continued lack of resolution has left me with no choice but to escalate the matter. I therefore expect this complaint to be treated as a matter of urgency and for the appropriate management team to intervene and provide me with a clear and satisfactory resolution. I look forward to receiving a formal response and resolution without further unnecessary delays. Kind regards, Thato Precious