Please send your call center agents on a soft skills and listening course they are lacking empathy really chris wilcox

Really shocked! I have been with IWYZE for a long time and even got my cash bonus little disappointed I mustn't lie because from when I took out my policy I never had any incidents it went from just over R8k and I only got about R4k but there's interest inflation so I was just grateful to get something but now here's where they really let me down. I decided to add my household contents a few weeks ago. So I called for a quote, firstly all my active policies disappear from my APP only my VAPS is there, the young lady says no it's because she is busy with the quote, I say cool it's no problem. I am on the phone for almost a solid few hours and she says there is an error can she call me back the next day, I say no problem, in the meantime ten different agents then try call me to start the process from the beginning and I politely say no I am busy with someone already. She does call back to only let me know the error is still persisting which I appreciate these things happen. In the meantime two days pass and I start looking at other quotes and realise there are better prices after the third day of hearing nothing back and all my policies are still missing I call IWYZE and tell them I have accepted a different quote and like to cancel when the new policy start, they first try to make me pay double premiums which I was going to have nothing of. Now its December I have canceled all my policies and although they left my VAPS on because they were busy with this quote they took of the premium I call them , the call center agent apologies and says the retention agent was new and they will cancel the policy and refund in 5 to 10 working days which I thank him for but while I still speaking saying thank you and I appreciate it, he proceeds to say thank you for your call and puts the phone down in my ear! IWYZE you guys need to check your staff as someone who tried call center agents they have no soft skills and their listening skills and etiquette is completely unacceptable if I was someone who was irate o boy shame really hey you guys need to all do your call center training over again because the retention person said oh perhaps the person who was doing the quote was off sick and perhaps she had a death in the family. Guys as a life coach, perhaps every one is always dealing with a silent battle but before you answer that call, it's your job like all the agents I trained in the worst time of all our lives in covid, we need to step and do our jobs so please OLD MUTUAL do something about your call center staff, please man because its not acceptable especially when I am still saying thank you for your stuff to put the phone down in my ear, have a blessed Xmas