It's good to listen, continue to build on that.

Have/had an issue with getting through telephonically, obvious to deal with a concern on my account. It got to the point where actually now I'm frustrated and reason why phone is so that is can speak to someone verbally. When they found out I was not happy at all, they did in good time make contact with me. We did discuss my concerns about my account. They did try to assure me that I do not have to be concerned about my issue question. Thank you Oratile for your quick callback and your professional character #1

What also stood out to me was shortly after the first call was a follow up call with the aim "What can we do better!". Shout out to the agent who contacted me, please forgive me as I got distracted and forgot your name. Despite my criticism. He still held a professional image, by the end of the call, I felt like I was listened too.