appalling service

i am beyond appalled by the service i recieved from a Masebulelo Makgabla in the gems pre auth call center, i have never in my 15 years of working with medical aid have i experienced such manner of disregard and disrespect. i don't know if these consultants are not aware that we are providing a service to their members who are the reason they are employed. Gems need to proper training and selection of their staff. he even refused to send me to his team leader. The audacity and arrogance from an employee to a service provider so never be permitted. If any one at gems wants to listen to the call he said the reference number is his name and surname today's date 12/2/2025 i called around 14:01