Appalling service that made me cancel my policy

Spoke to a retentions agent by the name of Tumelo, who provided me disgusting service. First, the previous agent I had spoken to, activated my cover for a new car, without my permission. I was already irrate and instead of Tumelo listening and explaining things in a professional manner, he just made things worse! He is not well-trained and doesn't know anything about retaining clients, he displayed poor communication, customer service & professional skills. His manager on the other hand was superb and even though I ended up canceling the policy, the manager was kind and understanding.