Can't even provide a simple policy document

After calling customer care twice I still haven't received my policy document. It seems that customer care staff have the last decision on whether to process a client's request or not depending on the nature of the call. <br> <br> It appears that if a client is perceived to be abrupt or rude then his request will not be correctly attended to just so that he has to call back again. This is my perception of my experience this morning, although I don't think I was rude or even abrupt, just straight forward and expressed my opinion. Also I don't think it can be put down to an electronic system problem, because then it should have been sorted out the second time I called. <br> <br> This petulant or nonchalant behaviour or maybe even incompetence is what is often the main source of consumer frustration in the service industry in South Africa.<br> <br>