Poor telecommunications experience

My mom needed to update her prescription. I had to make a conference call so I could help her out as I live in a different province to her. I explained to the consultant that I would be helping my mom with the call as I am her dependent and she struggles to hear. Fast forward Belinda the first consultant suggests we be transferred to the chronic division. We are now attended by Natasha Abrahams but when talking and addressing my mother, when she misunderstood what she was saying made her very rude and dismissive. So I ask her to please adjust her tone as she could tell by the ID number the lady is old and she is struggling to hear her. Natasha didn't take well to this and starting screaming at me as well and said Belinda never mentioned to her that I was also on the call. But while we tried to explain she carried on shouting. She didn't want to understand that there was an initial miscommunication with her ***orker. We are very disappointed by the way Natasha has handled the customer service and hope this improves in future.

Call references: MHM*** BELINDA 081021Q10PFT NATASHA

Sincerely