Disgraceful call centre agent

I submitted a request for termination of a dependent's membership on the 2nd of November 2022. I received an automated response confirming receipt of my request as well as a promise that it would be addressed within 48 hours. A few days later I received an SMS thanking me for my patience with their delayed response. It's been 2 weeks since my request and I haven't received any official correspondence. I called Gems today to find out if there's been any progress with regards to my request, and spoke to the rudest call centre agent. She did the termination while I was on the phone, and when I asked her politely whether I'd be receiving a confirmation letter she bit my head off saying that I can't expect to receive a confirmation letter, I have to request one. This kind of attitude is absolutely uncalled for and completely unnecessary.

I told her that she's being rude, she didn't even bother apologising. I'm sure Gems can do better, and perhaps even consider employing people who actually want to work.

Call centre agent: Itumeleng Mkhasibe Call reference number: ***