Better customer service for Rose Madona. Please promote Joseph Aphane

I requested a paid up letter with the 1 account that i had with MBD, i paid up my previous account in September 2023, and received a paid up letter on 18th of September 2023 by Eleanor Cohen.

I called today 04 January 2024 as i submitted a request for a paid up letter on 29 December 2023 but received no response, after being call avoided for 3 calls i finally get through to someone, agent name Rose Madona, who didnt understand my query, if you listen back on the call she referred me back to the bank, and i advised her , reading the paid up letter that i received on 18 September 2023 she says she cant do anything. I asked for a reference to the call and she cant provide me with one.

I decided to call again and spoke to Joseph Aphane who understood my query straight away and proceeded to escalate the matter to the to the admin team and advised the SLA of 48hours to receive the paid up letter.

The gap between agents are the information, training and understanding customer queries. I will keep account to the 48 hour SLA he has given me and i know it wont include weekends hopefully before end of business Monday the 8th January 2024 i will have my paid up letter. Thank you for your amazing service Joseph.... Rose you need more upskill and training and learn more on building report and soft skills.