Hi I had a bad experience with the call centre as well as the people responding to emails

Hi I had a bad experience with the call centre as well as the people responding to emails. Firstly the call centre agents needs telephone etiquette, they need to adjust their tones and attitude when addressing a customer. The same applies to the agents responding to emails, should definitely go back and read previous emails, so that the customer does not have to repeat themselves multiple times. And also refer customers to the correct departments, I mean if you've been working there long enough you should know the difference between Life insurance and a Rewards program.