Complaint about service

I called and asked that my policy stop escalating as I can no longer afford as per covid19 and I was told by a very rude consultant by name of siphokazi mbendeni ref *** that it cannot be done and I told her that it’s impossible as if I can no longer afford and want to keep my policies and she said you can do what ever you want and my team leader is not available by the name of thulani Kanye and I must say that I have never in my life spoke to someone so rude and Hollard needs to adress her and make sure she doesn’t deal with customers,I spoke to a very nice lady by the name of charity who said she would escalate the matter for me