16 years of loyalty down the drain because of 1 person

16 years of loyalty means nothing to MiWay, phoned and spoke to a consultant, can't even remember the guys name, he said it so fast, but when I asked him about an sms that was sent to me trying to understand it and trying to explain to him my situation, he just had a no care attitude and when I said I'll have to go somewhere else it was like it meant nothing to him ... why 16 years of loyalty from my side and it's just ok to lose my business ... does he not understand word of mouth ... that it's not just my business that MiWay will be losing but the 100s of people I deal with on a daily basis that I won't be recommending MiWay too as well?