Disrespectful GEMS contact centre agent

I called Gems contact centre this morning to enquire whether the scheme will pay for a second Covid test. Bongani answered my call and he is the most patronising person I have ever had the misfortune of speaking to. I wonder what his qualifications are because I am confident that if we were to compare notes and degrees I would emerge the victor. I was so angry that I ended the call before I got rude. I then called Gems again and the second call was answered by Lerato who was absolutely wonderful. She was professional as one would expect, and answered all my questions in a very respectful manner. Bongani whom I suspect is a call centre agent because no other employer wanted him, is the reason for my low rating for Gems. It is most unfortunate that today I spoke to Bongani because I have always received very good service from the GEMS contact centre agents I spoke to in the past. It is indeed true that one rotten potato *******s the whole bag.