What's going on?

I spoke to someone by the name of Sibongile from retention yesterday, her service was not to standard of King price, seemed like a whole application again. Did not impress at all, I enquired regarding additional products and she told me I must go get documents then call back, reading information that I already had access to on the website, then gave herself a pat like everything she did was great, so thought I'd rather end the call and chat to hopefully one of my previous King Price Super Star consultants. I then logged again on live chat for a call back as I am now considering canceling one component of my insurance, all still in the morning, the lady seemed very disinterested, asking questions that I have already answered and said someone will call me. Its now the next day and no one has bothered giving me a call. Is king price dropping the ball...