Pathetic service ever

Good Day

With ref to membership no: ********** 88, I called in to your call center and spoke to Anga Khokhota to get authorization for a BP matching that was prescribed by the Dr for FM Molete and she advised i need motivation from the Dr.As i explained to her that this is now the 3rd time that i called Gems and no one mentioned that motivation letter is required from the Dr.I explained to Anga that patient was hospitalised and Dr prescribed this machine for a reason.I asked to speak to her team leader and Nkosazana Mgwadleka took the call .I clearly explained to her patient is chronic and Dr prescribed the BP machine for her that requires authorisation from the medical aid. Nkosazana sounded very *********** and she had no telephone etiquette what so ever,i was very disappointed with how she handled the call. And she refused to give me her email address for me to give her the prescription and quotation i got from clicks, she kept saying "i quote"just sent it to admin , i would be doing the same thing that you can do.Eventually she gave me her email address and she said she will confirm once received.Unfortunately , i received no feedback from her that she got my email.And later on around 15:45 i called in (Zodwa Mzinyane )answered my call and i asked to speak to Nkosazana,i spent about 2 minutes asking security questions and she kept me on hold for 13.32sec , waiting for Nkosazana.She came back at about 15 minutes later to tell me that she left for the day, she left at 16:00.I was extremely upset that 1. You cant keep a client for that long on the phone to through to the team leader.Your service is pathetic.

I am requesting that either Bandile Mzolisi or Kubus Dreyer return my call and explain this kind of service to me. This is totally unacceptable, i need them to listen to the calls and give me feedback.

I am willing to take this up if i am not getting any feedback from anyone in 24 hours.I need someone to take accountability.